AWS Contact Center
Tag: Contact Center
What’s new with Amazon Connect in 2024: Empowering CX transformation
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 […]
Retaining caller ID for external call transfers in Amazon Connect
In the context of a transfer call scenario from a contact center, the company’s provisioned phone number is typically the outbound caller ID. However, certain scenarios require preserving the original caller ID throughout the transfer process, allowing the receiving party to identify the initial caller. Amazon Connect provides flexible outbound calling capabilities through queues. The […]
Securely pass the customer information to agent using Amazon Connect in-app, web, and video calling
Companies often add self-service capabilities to their websites or mobile applications, such as frequently asked questions (FAQs) or knowledge articles, to help customers address their queries. When that customer escalates to a live agent for help, they are often asked to repeat the same information they may have entered or browsed on the app or […]
Deter spam callers using Amazon Connect
Contact centers often receive illegitimate phone calls where the caller is pretending to be someone else by using an existing customer’s phone number. While you might simply fail a check on a web site because you don’t have the right credentials, contact center agents are trained to be polite even when something seems amiss, so […]
Transforming contact center teams when using Amazon Connect
The decision by a business to transform their contact center platform should not be made solely through a technical improvement lens, but also through a people lens. Amazon Connect is an industry-leading solution for any business that wants to transform their contact center operations. Gartner, an American technological research and consulting firm, has published the […]
Automatically evaluate agent interactions using Amazon Connect APIs
Introduction Contact center managers are frequently challenged with accurately identifying coaching needs for agents in order to improve agent-customer interactions. In order to address this issue, Amazon Connect provides set of a set of performance evaluation capabilities that allow automating both form creation and evaluation processes to further reduce manual processes required in evaluating agents. […]
AWS re:Invent recap: New Amazon Connect innovations shape the future of customer experience
AWS re:Invent 2023 showcased some of the most promising innovations and concepts for a future that will be shaped by generative AI. AWS services continue to be central to that future, and they are evolving to support it. At re:Invent 2023, we announced new generative AI features communication channels that are directly integrated into Amazon […]
Announcing more granular billing for Amazon Connect
Introduction Amazon Connect is an easy-to-use cloud contact center that helps companies of any size deliver superior customer service at a lower cost. In the contact center space, organizations today want more insight into their operational costs. Customers may have disparate cost centers for their contact center workloads like lines of business or multiple brands. […]
CSC Generation transforms customer support with Amazon Connect
Introduction In this blog post, CSC Generation Holdings, Inc. (CSC Generation) shares why it moved to Amazon Connect to support customer service operations across its multiple brands. CSC Generation is a multi-brand technology platform that helps retailers such as One Kings Lane and Sur La Table transform into high-performing, digital-first brands. These retailers’ primary customers […]
How contact center leaders can evaluate using generative AI for customer experience
Generative artificial intelligence (AI) is an area of interest for many businesses. Gartner estimates that by 2024, 40% of enterprise applications will have embedded conversational AI. In 2020, this number was less than 5%. At Amazon Web Services (AWS), our customers are often asking about how they can use generative AI across various business segments. […]