AWS Contact Center

Tag: Customer Experience

Reimagine customer experiences with AWS at Customer Contact Week 2024

Reimagine customer experiences with AWS at Customer Contact Week 2024

The customer experience landscape is rapidly evolving, driven by rising expectations and technological innovations like generative artificial intelligence (AI). At Amazon Web Services (AWS), we are committed to empowering businesses to deliver exceptional customer service and experiences. This year, we are thrilled to be a sponsor of Customer Contact Week 2024, one of the most […]

Optimizing your knowledge base for Amazon Q in Connect

Optimizing your knowledge base for Amazon Q in Connect

A solid knowledge base has always been a crucial piece in effectively aiding agents in the contact center. Now with generative AI, well-structured, straightforward, and up-to-date knowledge bases are key to support generative AI assistants like Q in Connect in easily and effectively synthesizing your content. In this blog post, you will learn about Amazon Q in Connect, how it works, and how to optimize your knowledge base to maximize impact using our generative AI capabilities.

Retaining caller ID for external call transfers in Amazon Connect

Retaining caller ID for external call transfers in Amazon Connect

In the context of a transfer call scenario from a contact center, the company’s provisioned phone number is typically the outbound caller ID. However, certain scenarios require preserving the original caller ID throughout the transfer process, allowing the receiving party to identify the initial caller. Amazon Connect provides flexible outbound calling capabilities through queues. The […]

Transforming contact center teams when using Amazon Connect

Transforming contact center teams when using Amazon Connect

The decision by a business to transform their contact center platform should not be made solely through a technical improvement lens, but also through a people lens. Amazon Connect is an industry-leading solution for any business that wants to transform their contact center operations. Gartner, an American technological research and consulting firm, has published the […]

CSC Generation transforms customer support with Amazon Connect

CSC Generation transforms customer support with Amazon Connect

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 […]

How contact center leaders can evaluate using generative AI for customer experience

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. […]

Your guide to customer experience with Amazon Connect at re:Invent 2023

AWS re:Invent 2023 is approaching quickly, and Amazon Connect is gearing up to welcome attendees from around the globe in Las Vegas November 27 – December 1. This year, attendees can check out an exciting array of presentations, hands-on learning experiences, and more, curated by the Amazon Connect team. With so much buzz around generative […]

Multiple SAML identity providers for a single Amazon Connect instance

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 […]

How contact center leaders can prepare for generative AI

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 […]

AWS recognized as a Leader in 2023 Gartner Magic Quadrant for Contact Center as a Service with Amazon Connect

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 […]