A contact center is a business division within an organization that manages customer interactions. Unlike a call center, which receives requests only by telephone, the contact center handles inbound and outbound customer communication over multiple channels such as telephone, web, chat, email, messaging apps, social media, text, fax, and traditional mail. Contact centers use various types of advanced technology to help resolve customer issues quickly, to track customer engagements, and to capture interaction and performance data. Contact centers are usually operated either by an internal department or outsourced to a third party provider.
Customer service can be a significant differentiator for your business, and your contact center is often the primary channel for most of the interactions your customers have with your company. Through a contact center, there are several ways you can ensure an excellent experience. For example, customers can take advantage of the self-service capabilities provided by your contact center in order to quickly perform common tasks. Contact centers can ensure customers are connected to the most suitable agent to resolve their problem faster. In addition, since the contact center supports multiple types of communication, customers can interact through the channel of their choice.
Since contact centers are a central point of customer communications, they can improve your business productivity when responding to numerous customer requests. Contact centers can provide your organization the ability to scale staff in response to customer inquiries, and automatically route requests to the most appropriate resource with real-time updates, allowing agents to respond quickly and efficiently.
Your contact center brings together customer interactions from across all communication channels. The data gathered from these interactions provides valuable insights that can help inform important business decisions. This information can help with product design, quality issues, and identifying patterns and problem areas across your customer’s journey of engagement with your company.
Contact centers can enable your customers to perform common routine tasks, such as requesting an account balance or scheduling an appointment, without the need to interact with your agents. By integrating with your CRM and back office systems, your contact center software can access customer information to provide a personalized self-service experience, and take the actions requested.
Modern contact centers often support as many as 11 communication channels, including telephone, web, chat, email, and social media to meet customer expectations. It is critical to preserve the context from each interaction as the customer moves between communication vehicles. Contact centers can provide better customer engagement through a consistent and cohesive omnichannel experience.
A virtual contact center enables employees to work from any location, such as smaller contact centers, branch offices, retail stores, and from home. Since there is no need for additional equipment or office space, a virtual contact center can reduce capital expenses and scale easily. With flexibility to allow for agents to work in locations of their choice, virtual contact centers can also help reduce employee turnover rates – a common problem with contact center staffing.
Learn more about Amazon Connect, a self-service, cloud-based contact center service that makes it easy for any business to deliver better customer service at lower cost. Amazon Connect is based on the same contact center technology used by Amazon customer service associates around the world to power millions of customer conversations.
It’s easy to get started with Amazon Connect. Follow our Getting Started Guide and log in to the AWS Management Console to set up an Amazon Connect contact center in just a few clicks.