Tag: Contact Center

Amazon Connect enables you to create dynamic, personalized user engagements by integrating your contact center with AWS Lambda to access virtually any backend system, customer relationship management system, or other AWS services. Currently, Amazon Connect allows you to specify AWS Lambda functions in Contact Flows through the user interface. However, Amazon Connect calls the latest […]

Today, Amazon Web Services (AWS) announced the general availability of Contact Lens, machine learning powered contact center analytics for Amazon Connect. Amazon Connect is an easy-to-use cloud contact center that helps companies of any size deliver superior customer service at lower cost. With Contact Lens, supervisors and quality assurance managers can easily understand the sentiment, […]

Global emergencies dramatically shift daily routines, forcing companies to react quickly to change the way they support employees and customers. COVID-19 has changed the way we work, including the contact center space. Despite the benefits of cloud contact centers, many organizations don’t have the solutions to support virtual contact centers. This leaves companies maintaining buildings […]

With the growth in smartphone usage, more and more customers are using phones as their primary means of communication. Given people are frequently using apps, customers may prefer to interact with a company via chatting through an app compared to calling customer service. By providing customers with an option to chat directly from an app […]

Erin Hall, Solutions Architect, Amazon Connect This past November, Amazon Connect, our omnichannel cloud contact center service, launched a new channel for chat. The addition of chat provides businesses with more flexibility in how to engage with and delight their customers. One benefit of chat is the ability to decrease a customer’s time in queue. […]

Preventing duplicate callback requests in Amazon Connect Callback mechanisms are important in contact centers today because it allows callers to reserve their place in the queue without actually staying on the line. When their turn in the queue arrives, they receive an automatic callback from the contact center saving them precious time and providing an […]

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 […]

Setting up a contact center for your business is an important step in the direction of offering an enhanced customer experience to your end users. In such a scenario, it is vital that one should follow best practices as a part of the planning phase for your contact center to ensure smooth execution of deployment. […]

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 […]