Tag: Intelligent Contact Center

Often contact center agents struggle to locate customer information that is stored in disparate locations. As a result they end up asking the customers to repeat their details, resulting in longer average handle times (AHT). These interactions, also need to be tracked along with detailed notes, next steps, and status of the issue at hand. […]

Long wait times in contact center queues are a key driver for customer frustration. They also increase costs to companies. Typically, the workforce management (WFM) teams forecast and adjust staffing to minimize the time a customer waits in queue before they can speak to a contact center agent. However, resource management is an optimization between […]

Today, Amazon Web Services (AWS) announces the general availability of Amazon Connect Voice ID, a Machine Learning (ML) powered voice authentication feature for Amazon Connect. Amazon Connect is an easy-to-use omnichannel cloud contact center that helps companies of any size deliver superior customer service at lower cost. Amazon Connect Voice ID offers both real-time caller […]

Customers engage with businesses using a multitude of contact channels like voice, messaging, web, and social media. Each interaction includes customer identification, verification, and understanding the intent. This is followed by servicing the contact intent using either automated or live assistance. The primary customer need is expedited assistance to resolve the reason for the contact. […]

Historically, and especially when there are events that are not anticipated, contact center managers have struggled to handle an unexpected increase in call volumes. If not handled properly, this can cause poor customer experiences, such as long wait times or callers unable to reach the contact center, resulting in loss of revenue. Traditional contact centers […]

Today, AWS announced Contact Lens for Amazon Connect, a set of capabilities for Amazon Connect enabled by machine learning (ML) that gives contact center supervisors and analysts the ability to understand the content, sentiment, and trends of their customer conversations to identify crucial customer feedback and improve customer experience. Amazon Connect is an omnichannel cloud […]