AWS Contact Center
Tag: customer
Real-time customer insights using machine learning with Contact Lens for Amazon Connect
Contact Lens for Amazon Connect provides a set of machine learning (ML) capabilities integrated into Amazon Connect. These capabilities enable businesses to analyze call recordings for customer sentiment, trends, and compliance of conversations. Contact center supervisors want real-time insights into customer experience issues while calls are in progress to provide proactive assistance to their agents. Historically, […]
Managing quick connects with a new API in Amazon Connect
In the contact center world, agents frequently transfer contacts to other agents or queues. They also transfer calls to external Direct Inward Dialing (DID) or toll-free numbers. This may mean scanning hundreds of numbers to find the correct one to dial. Transferring the customer to the wrong destination also leads to inefficiency and frustration. Maintaining […]