AWS Contact Center

How to consolidate similar profiles using Amazon Connect Customer Profiles Identity Resolution

Today, customers expect companies to engage with them in a highly relevant and personalized way, regardless of channel. Companies have different customer records for the same end-customer across different channels and lines of businesses. These customer records do not have a unique identifier to unify the data. Even if the unique identifiers exist, they are […]

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Preventing duplicate callback requests in Amazon Connect

Preventing duplicate callback requests in Amazon Connect Callback mechanisms are important in contact centers today because it allows callers to reserve their place in the queue without actually staying on the line. When their turn in the queue arrives, they receive an automatic callback from the contact center saving them precious time and providing an […]

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Simplify contact flow management by leveraging modules in Amazon Connect

Customers often have repeatable logic that is needed throughout the customer journey in contact center experiences. We’re going to take a look at how to simplify contact flow management by leveraging modules in Amazon Connect. The ability to build contact flow logic once, and reference it from other contact flows has been a customer request […]

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Personalize customer service with Amazon Connect Customer Profiles

When a customer contacts your contact center, understanding their context is key to providing a great experience. To help you deliver more efficient and personalized customer service, Amazon Connect Customer Profiles helps contact center managers create a unified view of a customer’s profile with the most up to date information, so that agents can provide […]

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Your guide to Amazon Connect at re:Invent 2021

This year, re:Invent is in Las Vegas and Amazon Connect has a jam packed agenda! With new launches, leadership sessions, workshops, and an in-person customer reception, there will be something new to do for everyone! Keep reading for more information on how you can get the most out of your re:Invent 2021 experience, whether in-person […]

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Adding digital messaging channels to your Amazon Connect contact center

Today, consumers can pick from a range of rich digital messaging apps to communicate with friends and family. Some example include: Facebook Messenger, iMessage, WhatsApp, WeChat, Viber, Line, Telegram and more. These digital channels are pervasive and widely used: eMarketer estimates that over 3 billion people will use at least one of them in 2021. […]

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Building personalized customer experiences over SMS through Amazon Connect

Thousands of companies use Amazon Connect to solve millions of customer issues daily via calls and chats. Many of these companies also want to provide support for their customers through SMS (short message service, i.e. text messaging), as nearly all consumers own a mobile device and typically read text messages within 90 seconds. For consumers […]

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Last Agent and Last Queue Routing on Amazon Connect for Returning Callers

Introduction In our previous blog, we discussed how Amazon Connect customer profiles provides a simple, consistent way to manage customer’s experience for repeat callers with features like personalized prompts, last agent, and last queue routing. For customers looking to personalize the experience of repeat callers, but are unable or not wanting to use customer profiles, this […]

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Build an AI powered agent for Amazon Connect using AWS QnABot

In the age of rapidly deployable and configurable contact center technology, organizations across all verticals, sectors, and industries are reevaluating the ways they engage with their end customers as well as the services they provide. Customers are looking for more dynamic, intuitive, and responsive ways to engage with businesses and governments. Using cloud based technologies […]

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Optimize customer wait experience in queue using Amazon Connect

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 […]

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