Tag: Contact Center

This year, re:Invent is in Las Vegas and Amazon Connect has a jam packed agenda! With new launches, leadership sessions, workshops, and an in-person customer reception, there will be something new to do for everyone! Keep reading for more information on how you can get the most out of your re:Invent 2021 experience, whether in-person […]

In the age of rapidly deployable and configurable contact center technology, organizations across all verticals, sectors, and industries are reevaluating the ways they engage with their end customers as well as the services they provide. Customers are looking for more dynamic, intuitive, and responsive ways to engage with businesses and governments. Using cloud based technologies […]

Long wait times in contact center queues are a key driver for customer frustration. They also increase costs to companies. Typically, the workforce management (WFM) teams forecast and adjust staffing to minimize the time a customer waits in queue before they can speak to a contact center agent. However, resource management is an optimization between […]

Contact center agents often encounter questions from customers that require them to reference knowledge documents such as frequently asked questions (FAQs), wikis, product manuals, and how-to guides. Many contact centers use knowledge management systems and document repositories that are siloed and not well-integrated with the applications that contact center agents use when interacting with customers. […]

Today, Amazon Web Services (AWS) announces the general availability of Amazon Connect Voice ID, a Machine Learning (ML) powered voice authentication feature for Amazon Connect. Amazon Connect is an easy-to-use omnichannel cloud contact center that helps companies of any size deliver superior customer service at lower cost. Amazon Connect Voice ID offers both real-time caller […]

In the medical field, cardiologists rely on heart monitoring devices to capture patient baselines and trends that enable them to predict and treat heart disease and defects. Similarly, in the contact center field, the ability to monitor and detect anomalies is essential in maintaining a healthy contact center environment. With Amazon Connect and Amazon CloudWatch […]

With Amazon Connect, contact center agents can either use the Contact Control Panel (CCP) soft phone or send calls to a desk phone (a PSTN or mobile number) when answering calls. Sending a call to the desk phone is considered an outbound call from Amazon Connect and comes with additional cost.  If there are a […]

Single sign-on (SSO) is an authentication mechanism that allows users to access multiple applications securely with a single set of credentials. Users no longer need to remember multiple usernames and passwords, allowing them to maintain a singular experience for authenticating into multiple applications. Contact Centers applications are no different and require the ability to utilize […]

Agents are a core part of a contact centre. At peak times, they manage long queues and look through multiple systems for the information requested by their customers. During a call, agents may need to reconfirm information with the customer that they already gave in the Interactive Voice Response (IVR) system. This may include the […]

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. […]