AWS Contact Center

Tag: #contactcenter

Integrate your AI-powered IVR-IVA for seamless customer interactions with Amazon Connect

Integrate your AI-powered IVR/IVA for seamless customer interactions with Amazon Connect

Introduction If your business has a contact center, you may be looking to leverage the power of generative artificial intelligence (AI) to enhance user experience and agent productivity. Features such as agent assist or intelligent bots have been gaining traction as a result of this push towards contact center AI-assisted modernization. Many of our customers […]

Frost Radar™ recognizes AWS as a 2024 Leader for Contact Center as a Service in APAC and EMEA

Frost Radar™ recognizes AWS as a 2024 Leader for Contact Center as a Service in APAC and EMEA

In the 2024 Frost Radar™ reports for the Asia-Pacific (APAC) and Europe, Middle East, and Africa (EMEA) regions, Amazon Web Services (AWS) is recognized as a leader in the contact center-as-a-service (CCaaS) market. The reports highlight the continuous innovation and growth of Amazon Connect in this space. Both reports highlight the cloud-native architecture, advanced capabilities, and […]

Standard Bank optimizes operational efficiency with Amazon Connect

Standard Bank optimizes operational efficiency with Amazon Connect

Standard Bank is one of the largest banks in Africa, with over 50,000 employees serving more than 18 million customers across 20 countries. Founded in 1862, the bank has grown to be a leading financial services organization, providing personal and business banking, wealth management, advisory services, and more. Standard Bank’s contact center operations underpin its customer […]

Providing great customer experiences using real-time sentiment analysis with Amazon Connect

Providing great customer experiences using real-time sentiment analysis with Amazon Connect

Introduction Contact center agents and supervisors continuously strive to provide exceptional customer service to their customers. In modern contact centers, an interactive voice response (IVR) system is typically the first point of contact for a customer seeking support. Therefore, it is crucial to provide an exceptional customer experience while the customer is interacting with the […]

Using agent workspace guides to handle sensitive information

Introduction Contact center agents assist customers with topics that involve complex workflows. Within the Amazon Connect agent workspace, step-by-step guides support agents with clear instructions on how to handle a particular use case. Step-by-step guides are agent facing workflows that can branch based on decisions and send & receive data from external systems. Guides increase […]

Optimize routing using queues and proficiencies in Amazon Connect

Optimize routing using queues and proficiencies in Amazon Connect

Contact volumes and agent staffing in contact centers vary during the day. When there are more contacts than available agents, a queue holds contacts waiting to be answered by agents. A single queue to handle all incoming contacts maximizes service levels, and minimizes wait times. This is only possible when each agent can handle all […]

Safeguard your environment and reduce reputational risk using Amazon Connect attachment scanning

Safeguard your environment and reduce reputational risk using Amazon Connect attachment scanning

The ability to share attachments between customers and agents during a chat interaction offers significant benefits to enhance the overall customer experience. By allowing customers to share files such as documents, images, or screenshots during a chat session, it facilitates clearer communication and provides a more comprehensive understanding of the customer’s issue. This can lead […]

Amazon Connect analytics and reporting for your entire contact center

Amazon Connect analytics and reporting for your entire contact center

The quote, “Not everything that matters can be measured, and not everything that can be measured matters,” highlights the challenge of selecting appropriate metrics and reports to gauge your success. This is especially true for contact centers. Success in contact centers requires analyzing standard metrics like average hold time (AHT) or abandonment rate and customizing […]