Tag: Contact Center

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 […]

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. […]

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 […]

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. […]

Identity management is a framework of policies and technologies to ensure that the right users have the appropriate access to technology resources. Identity management for an Amazon Connect instance can be configured in one of the three ways: By storing users in Amazon Connect By linking to an existing directory By using SAML 2.0-based authentication […]

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 […]