AWS Contact Center

Integrating WhatsApp as a channel for an Amazon Connect contact center

Today, enterprises are revamping their existing channels, such as contact centers based on interactive voice response (IVR), to provide an enhanced, seamless experience to customers. They are motivated to create an omni-channel experience, using services like Amazon Connect and Amazon Lex to enrich customer experience at a low cost. They are also using channels like […]

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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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Reaching More Customers with Web and Mobile Chat on Amazon Connect

We just launched an exciting new channel for Amazon Connect: chat. Today, we wanted to dive a bit deeper into what chat is and how it works in Amazon Connect. We built Amazon Connect from the ground up to be truly omnichannel, which means we provide a seamless experience across voice and chat for your […]

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Contact Lens for Amazon Connect (Preview)

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 […]

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Automating outbound calling to customers using Amazon Connect

Two-way contact center communications are a powerful tool with which modern businesses can convey information, make inquiries, and report issues to customers—and vice versa. The powerful StartOutboundVoiceContact API action makes Amazon Connect the ideal tool for managing this dynamic. This action enables you to program outbound calls to contact customers. These contacts might take the […]

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Recovering abandoned calls with Amazon Connect

At some point, you have likely had to hang up after waiting on the phone for an agent to help you. You lost your spot in the queue, without the option to leave a voicemail or receive a callback. This experience is exceptionally frustrating for users, and also damaging to a business from both a […]

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Dynamically setting outbound numbers for contact centers with Amazon Connect

If a caller ID is local, customers are more likely to answer an incoming call. Because it’s unlikely that contact center agents are always local, our partners wanted to use Amazon Connect to place outbound calls using a local number, picked dynamically by the agent. This post presents a simple way to accomplish this, using […]

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Building a survey IVR system with Amazon Connect

Contact centers commonly employ phone-based survey applications. These applications use interactive voice response (IVR) to obtain feedback on agent performance, the ease of conducting a transaction, or both. This post describes how to build a survey IVR using Amazon Connect. Although typical survey accept rates can vary depending on your workflow, coding a survey application […]

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Building a state-aware workflow with Amazon Connect and AWS Step Functions

AWS Step Functions enables you to orchestrate multiple services in a seamless workflow in coordination with Amazon Connect and Amazon SNS. In this post, I walk you through how to use Step Functions to coordinate customer workflows. To put the problem and solution in concrete terms, consider the following use case: Example Corp. is a […]

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