Tag: Connect

Amazon Connect Chat enables you to provide customer support through web and mobile chat. Since chat is asynchronous, your customers are able to respond at their own pace, just as they would when texting with a friend. Now, through the Amazon Connect Chat integration for Apple Business Chat, you can deliver that same convenient and […]

In a scenario when customers contact a business, understanding their journey before they reach the contact center can immensely help in delivering a personalized self-service and agent experience. Data such as their past hold times, customer sentiment or recent business transactions can go a long way in providing effective customer resolution and improving customer satisfaction […]

Contact Lens for Amazon Connect provides a set of machine learning (ML) capabilities integrated into Amazon Connect. These capabilities enable businesses to analyze call recordings for customer sentiment, trends, and compliance of conversations. Contact center supervisors want real-time insights into customer experience issues while calls are in progress to provide proactive assistance to their agents. Historically, […]

Nearly half of an agent’s time is spent away from customer calls and chats on tasks in external applications like CRMs or business-specific solutions. Often, companies assign these tasks to agents in a variety of ways, including verbal instructions, emails, and notes in the external applications. This makes it difficult to follow, track, and measure […]

To authenticate callers, contact centers often use a time-consuming process where callers have to answer multiple questions verifying their personal details, like social security number, date of birth, and mother’s maiden name. This process is costly, time-consuming, and leads to poor customer experiences. Amazon Connect Voice ID provides real-time caller authentication, which makes voice interactions […]

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 […]

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 […]

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 […]

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 […]

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 […]