Tag: Contact Center

The widespread interest in generative artificial intelligence (AI) has created a renewed focus on the power of AI to solve for business challenges, especially for customer service. Generative AI is a type of AI that can create new content and ideas, including conversations, stories, images, videos, and music. According to McKinsey, customer experience (CX) is […]

Gartner, a company that delivers actionable, objective insight to executives and their teams, has published the 2023 Gartner Magic Quadrant for Contact Center as a Service (CCaaS). Amazon Web Services (AWS) was named a Leader for the first time since Amazon Connect, our flexible, AI-powered cloud contact center, was launched in 2017. We believe this […]

Join us for AWS Contact Center Day, a free virtual event where you’ll learn about the future of customer service, how machine learning can optimize customer and agent experiences—and more. Register now » Today, contact centers adopting Amazon Connect Voice ID are seeking insights from aggregated metrics such as number of successful enrollments and authentications over […]

Traditionally, contact center agents required several disconnected applications to handle simple customer interactions. For example, this includes: contact control panels, customer profile information, knowledge articles, and wikis. Amazon Connect agent workspace offers a unified experience for contact center agents to access the tools they need to address customer calls effectively. Within the agent workspace, step-by-step […]

Enterprise contact centers have performance objectives (service levels, agent occupancy, average speed to answer) to ensure a high-quality 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 this […]

Organizations are increasingly using speech recognition to create powerful conversational interfaces in the contact center, enabling self-service, user identification, and caller authentication based on users’ spoken natural language. These capabilities create delightful experiences for the user and improve containment rates and customer satisfaction scores. Oftentimes, in order to authenticate callers, organizations typically must collect alphanumeric […]

Introduction Organizations today are challenged by an evolving privacy and regulatory landscape, which can vary by geography, industry, or business need. To comply with these privacy regulations, contact center administrators are often required to enforce least-access privileges to sensitive resources used within their contact centers. With the tag-based access controls in Amazon Connect, you can […]

To build a customer centric culture many organizations have altered their efforts to focus on differentiating their customer experiences. Wowing your customers through the contact center will make it easy for your customers to continue to do business, engage, and build loyalty with you. Amazon is excited to announce Supervisor Barge for Amazon Connect Voice […]

Often, contact center agents need to handle complex issues that require multiple interactions, research, and detailed tracking and notation of next steps and status. For example, IT organizations need to be able to track troubleshooting steps, milestones, actions taken, and results of actions. Case management tools provide a solution that consolidates history of a specific […]

Introduction Customers expect multiple channel options when contacting customer service departments. Amazon Alexa smart speakers have become increasingly popular in households globally. Contact center innovators can exceed customer expectations by enabling Alexa as an additional channel with Amazon Connect. Adding Alexa as a channel will provide customers with additional choice and convenience, resulting in a […]