AWS Contact Center

Tag: Offline

Routing contacts based on external assessment of offline agent workload with Amazon Connect

Customer service departments where specialists answer incoming calls as well as perform back-office or offline duties (case processing, follow-ups, research, and troubleshooting), require different mechanisms for routing incoming contacts. Examples include mortgage originations, complex sales, and IT helpdesk to name a few. Most of these involve complex, multi-day, multi-step interactions with customers. The specialist workload […]

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