Tag: Contact Center

September 8, 2021: Amazon Elasticsearch Service has been renamed to Amazon OpenSearch Service. See details. In this blog post, we demonstrate how you use Amazon Elasticsearch Service (Amazon ES) and Kibana for real-time analytics for your Amazon Connect contact center. You can monitor your contact center performance to improve a variety of service metrics, such […]

Missed appointments result in thousands of dollars in lost revenue per year across industries. No shows waste precious time for subject matter experts waiting for customers. Some businesses manually remind their customers before the appointments; however, this is inefficient, not scalable, and costs productivity and money. An agentless outbound dialing campaign for appointment reminders is […]

Customers can try to find answers on company websites or mobile app before contacting customer service. Customer experience executives have struggled to carry that web or mobile click-stream behavior and context into the contact center interaction. The idea of creating a continuation of customer journey from web/mobile into the contact center for personalization, automation, and […]

Introduction Organizations need in-depth analytics on their outbound campaign performance. Amazon Connect contact event stream, near real-time streaming of contact (voice calls, chat, and task) events (for example, call queued), lets you dive deep into the analytics of your outbound campaign. In this blog we’ll show you how you can generate custom reports for outbound […]

Often contact center agents struggle to locate customer information that is stored in disparate locations. As a result they end up asking the customers to repeat their details, resulting in longer average handle times (AHT). These interactions, also need to be tracked along with detailed notes, next steps, and status of the issue at hand. […]

Enterprise contact centers have performance objectives (service levels, agent occupancy, average speed to answer) to deliver a high-quality customer service experience. The strategies 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. This is […]

A contact center solution and a contact center career, on parallel trajectories Today, customer experience (CX) is the fate of the business. In a more virtual world where customers and sellers interact less often in person, the contact center is the CX. The cloud has driven a dual paradigm shift, elevating not only what customers […]

Michael Goligorsky, Sr. Solutions Architect, Amazon Connect As organizations increasingly compete on the basis of great customer experience, contact center performance has become a critical business focus. Contact centers rely on agents to provide great customer service with every interaction. Without productive agents, you risk losing your customers, reputation, and revenue. Given this, it is […]

Several businesses require dynamic management of their contact center’s Toll free or Direct inward dial (DID)  phone numbers. This need may arise because of use cases such as rapid publishing of marketing hotline numbers, or releasing a new line of sales product or even to set up a brand new area of support. Additionally, associating […]

Agent experience is a crucial aspect of contact centers and their interactions with end consumers define the customer experience of a business. In such a scenario, providing agents the right tools and information in a timely fashion is key to ensuring first call resolution, decreased average handling times and increased customer satisfaction score. Call sentiment […]