AWS Contact Center

Tag: Connect

Easily monitor call quality with Amazon Connect

When managing your contact center, call quality has a significant impact on the customer experience. If your agents take calls on Amazon Connect using the softphone over the internet, the audio quality is typically high. However, changes in networking conditions can result in varying audio quality from factors such as increased latency or packet loss.

By capturing and storing real-time call metrics, you can proactively monitor call quality. In this blog, we describe a solution which captures real-time metrics from the Amazon Connect softphone, creates easily understandable dashboards from the metrics, and makes this data searchable for further analysis.

The dashboards give your contact center supervisors and operators insights into the customer experience from both a business and operational lens. They can help you answer questions like how many calls are abnormally short, how many calls experience poor audio quality, and other common operational questions. This allows your business to take actions to improve the customer experience.

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Managing agent routing profiles with a new Amazon Connect API

Contact centers operate with ever-changing conditions related to interaction volumes, staffing, and the ability to optimize resources to address customer needs. One of the biggest challenges with achieving operational efficiency is knowing how to quickly make routing changes to adapt to emerging customer trends on a case by case basis. Historically, contact center administrators had […]

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Programmatically manage contact flows with new Amazon Connect APIs

Amazon Connect, an easy to use contact center service, allows contact center managers to build contact flows in a single user interface. Typically, contact centers have more than one contact flow that serve a number of different purposes. However, there are often cases in which certain aspects of one contact flow must be replicated in […]

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Automate employee support lines with Amazon Connect

When a crisis like COVID-19 occurs, companies are unsure how it will impact their employees, customers, and community. During unprecedented times, many companies prioritize the health of their employees while keeping their business running. Maintaining this balance is difficult, especially when doing so manually is cumbersome. In response, companies have experimented with automated contact center […]

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How to handle unexpected contact spikes with Amazon Connect

Historically, and especially when there are events that are not anticipated, contact center managers have struggled to handle an unexpected increase in call volumes. If not handled properly, this can cause poor customer experiences, such as long wait times or callers unable to reach the contact center, resulting in loss of revenue. Traditional contact centers […]

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Adding voicemail features to Amazon Connect

By Erin Hall, Solution Architect, Amazon Connect at AWS Frank Boosman, Principal Business Development Manager at AWS Amazon Connect is an easy to use omnichannel cloud contact center that helps companies deliver better customer service at a lower cost. Today, thousands of businesses use Amazon Connect to serve millions of customers daily. Capital One uses […]

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Quickly set up remote contact center agents with Amazon Connect

For several years, knowledge workers have benefited from the ease of working from anywhere (offices or home). They usually have access to the right tools and technology (often a cell phone, laptop, and an internet connection) that allows them to leverage flexible work options. However, legacy contact center workers have not been so fortunate. They […]

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Updating your addresses with Amazon Connect and Amazon Lex

When someone moves, they spend time notifying their service account providers (electric, water, insurance, etc.) to update their address information. This post explains how to create an Amazon Lex bot in an Amazon Connect contact flow to automate the address update process. After you create the bot, you use AWS Lambda to confirm the new […]

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