Tag: Contact Center

AWS re:Invent 2024 is around the corner, and the Amazon Connect team is excited to welcome a global audience to Las Vegas December 2-6. Hear from AWS and your peers or roll up your sleeves for some hands-on learning in an exciting array of breakout sessions, chalk talks, builders’ sessions, and workshops. To learn how […]

In the 2024 Frost Radar™ reports for the Asia-Pacific (APAC) and Europe, Middle East, and Africa (EMEA) regions, Amazon Web Services (AWS) is recognized as a leader in the contact center-as-a-service (CCaaS) market. The reports highlight the continuous innovation and growth of Amazon Connect in this space. Both reports highlight the cloud-native architecture, advanced capabilities, and […]

Introduction Contact center agents and supervisors continuously strive to provide exceptional customer service to their customers. In modern contact centers, an interactive voice response (IVR) system is typically the first point of contact for a customer seeking support. Therefore, it is crucial to provide an exceptional customer experience while the customer is interacting with the […]

Generative artificial intelligence (AI) was the hot topic for most of 2023 and has not slowed down in 2024, with new innovation and creative use cases for this remarkable technology coming forward every day. The promise of generative AI for customer experience (CX) use cases is clear and exciting. With any new exciting idea, however, […]

Callback mechanisms play a crucial role in modern contact centers as they allow callers to reserve their position in the queue without having to remain on hold. This not only enhances customer service by reducing wait times but also optimizes telephony costs and agent utilization. When a callback is requested by a caller, it remains […]

Real-time media services running within virtual desktop infrastructure (VDI) environment, such as Citrix, can experience audio quality issues due to the resource intensive nature of processing the media on the server(s). Implementing Amazon Connect audio optimization for Citrix enables you to improve audio quality, reduce host server resources and lower cost per agent. VDI sessions […]

The ability to share attachments between customers and agents during a chat interaction offers significant benefits to enhance the overall customer experience. By allowing customers to share files such as documents, images, or screenshots during a chat session, it facilitates clearer communication and provides a more comprehensive understanding of the customer’s issue. This can lead […]

Contact centers have performance objectives (service levels, agent occupancy, average speed to answer) to ensure a high-quality of customer service. The methods used to route incoming contacts have a direct influence on these performance metrics. Amazon Connect makes it possible to route contacts based on objectives that are important to the business. Part 1 of […]

Introduction Smartphones have become the standard method of communication for consumers, with an estimated 6.8 billion users worldwide in 2023. The World Health Organization reported an estimated 1.3 billion people living with a disability. A portion of this population may not be able to use smartphones easily in their daily lives. This results in the […]

In today’s fast-paced business landscape, delivering exceptional customer experiences is paramount. Customers expect seamless, personalized support across every touch point, and businesses are constantly seeking new ways to meet these evolving demands. As an artificial intelligence (AI)-powered cloud contact center solution, Amazon Connect is helping organizations across industries leverage the latest advancements in technology to […]