AWS Contact Center

Tag: #contactcenter

Automating Amazon QuickSight dashboard creation for analyzing Amazon Connect data

Introduction To get the most advanced analytics benefits, organizations need a robust platform and a cost-effective solution to run a thriving contact center. This is achieved by building a data lake on Amazon Simple Storage Service (S3). Amazon Connect Data Lake Best Practices whitepaper lays out the various data sources within Amazon Connect, and steps […]

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Amazon Connect – Best practices for running outbound campaigns

Many contact center managers want to proactively reach out to more customers by leveraging high-volume voice, SMS and email capabilities to keep them engaged, informed, and on schedule for appointments, bill payments, or other events and activities. The vast majority of these communications are phone calls, and in many contact centers, agents make the calls […]

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Analyze Amazon Connect Chat sentiments using Contact Trace Record, Amazon Athena and Amazon QuickSight–Part 3

Note: This is the third blog in the Amazon Connect reporting blog series. If you haven’t read “Analyze Amazon Connect Contact Trace Record with Amazon Athena and Amazon QuickSight–Part 1”, we strongly recommend you do before proceeding further. Introduction Organization that offer web chat as a communication channel strive to get insights into their customers’ […]

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Analyze Amazon Connect Contact Lens using Contact Trace Record, Amazon Athena, and Amazon QuickSight–Part 2

Note: This is the second blog in the Amazon Connect reporting blog series. If you haven’t read “Analyze Amazon Connect Contact Trace Record with Amazon Athena and Amazon QuickSight–Part 1”, we strongly recommend you do before proceeding further. Introduction Many organizations want the capability to improve the efficiency of their contact center’s quality analysis process. […]

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