AWS Contact Center

Tag: ctr

Analyze Amazon Connect Chatbot performance using Contact Trace Record, Amazon Lex logs, Amazon Athena and Amazon QuickSight – Part 4

Note: This is the fourth 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 ability to generate chatbot performance reports for their digital customer experience offering. […]

Deliver personalized customer experience using Amazon Connect Customer Profiles

In a scenario when customers contact a business, understanding their journey before they reach the contact center can immensely help in delivering a personalized self-service and agent experience. Data such as their past hold times, customer sentiment or recent business transactions can go a long way in providing effective customer resolution and improving customer satisfaction […]