AWS Contact Center

Tag: experience

Top 10 Amazon Connect blog posts of 2022

Over the course of 2022, we have seen organizations who use Amazon Connect, create innovative experiences on behalf of their customers. This includes leveraging machine learning capabilities and insightful analytics to identify trends and areas for improvement in customer service. In this blog post, we wanted to recap some of the frequently deployed and tested […]

Relive the excitement of re:invent 2022 with 3 Amazon Connect customer stories

In 2022, re:Invent returned to in-person gathering of over 50,000 attendees and exciting line-up of launches, keynotes, and sessions. Attendees witnessed new solutions, and delved deep into customer experience innovation, particularly with regards to Amazon Connect. This includes many new trailblazing capabilities including new chat analytics, Agent Workspace, and capacity planning tools. If you missed it, take […]

Visualizing Amazon Connect instance metrics with Amazon CloudWatch

Introduction Organizations want the ability to monitor operational and system level metrics of their Amazon Connect instances. Right sizing Service Quotas is important to deliver satisfactory contact experiences, meet service level targets, and optimize AWS resources. Amazon Connect provides operational metrics at the instance level. Amazon Connect automatically sends instance and queue metrics to Amazon […]

Supervisor barge for voice calls with Amazon Connect

To build a customer centric culture many organizations have altered their efforts to focus on differentiating their customer experiences. Wowing your customers through the contact center will make it easy for your customers to continue to do business, engage, and build loyalty with you. Amazon is excited to announce Supervisor Barge for Amazon Connect Voice […]

How to programmatically access Amazon Connect Rules using APIs

Many businesses today use Amazon Connect Rules, a feature of Contact Lens for Amazon Connect, through Amazon Connect console for creating and managing rules. This restricts businesses who want to manage the automation of rules creation and management from any home-grown or third-party solution outside of the Amazon Connect console. Amazon Connect Rules now launched […]

Build a multi-region resilient contact center with Amazon Connect global resiliency

Overview Businesses and enterprises that offer customer service are often required to support their customers 24/7. This makes it possible for businesses to handle urgent and important calls, and provides customers the option to call in at their convenience.  When support services aren’t available or they fall offline, businesses are at risk of customers getting disconnected, or […]

Automate SAML user provisioning for Microsoft Azure Active Directory and OKTA with Amazon Connect

Businesses automate new employee onboarding processes using a standard service management platform. For example, when a new hire joins an organization, human resource systems feed the directory services (Active Directory, LDAP, Etc.) to create a login identifier for the new hire. It then generates the new employee’s mailbox, and assigns the new user to distribution […]

Your guide to Amazon Connect at re:Invent 2022

Amazon Connect has an amazing lineup at re:Invent this year, with over 30 sessions spanning Business Applications, Industry, and Partner tracks! With new launches, leadership sessions, breakouts, workshops, and an in-person customer reception, there will be something to do for everyone. Here is a guide to help you build your agenda and get the most […]

AWS recognized as a Visionary in the 2022 Gartner Magic Quadrant for Contact Center as a Service

Gartner, a company that delivers actionable, objective insight to executives and their teams, has published the 2022 Gartner Magic Quadrant for Contact Center as a Service (CCaaS). Amazon Web Services (AWS) was named a Visionary for the third consecutive year. We believe this placement speaks to the innovative contact center capabilities AWS is offering customers […]

Improve your customers experience by adjusting your agents’ availability status

Michael Goligorsky, Sr. Solutions Architect, Amazon Connect As organizations increasingly compete on the basis of great customer experience, contact center performance has become a critical business focus. Contact centers rely on agents to provide great customer service with every interaction. Without productive agents, you risk losing your customers, reputation, and revenue. Given this, it is […]