Listing Thumbnail

    Step-by-Step Guides for Amazon Connect Agent Workspace

     Info
    Sold by: Acceleraate 
    Step-by-Step Guides for Amazon Connect provides powerful custom user interfaces and workflows in the Amazon Connect Agent Workspace to improve agent efficiency, drive first contact resolution, decrease new agent onboarding and time to value, as well as reducing agent churn.
    Listing Thumbnail

    Step-by-Step Guides for Amazon Connect Agent Workspace

     Info
    Sold by: Acceleraate 

    Overview

    Customer expectations today have never been higher. And with products and services commoditising so rapidly, customer experience is one of the few remaining battlegrounds for differentiation. Recent advancements in artificial intelligence technologies are helping operators to respond faster and personalise better, but there remain thousands of customer service use cases where interacting with a human agent is really the only viable outcome.

    It's these scenarios where the agent experience counts for more than anything else. If your agents are working in multiple browser tabs, and sourcing data from a multitude of tools it creates frustrating challenges, including:

    • Increasing handle times (AHT)
    • Decreasing first contact resolution (FCR)
    • High agent churn rates
    • Lengthy onboarding processes
    • Limited time for coaching & training
    • Low quality interactions

    Traditionally, these challenges have been difficult, expensive, and time consuming to solve, but by combining AWS technology, years of CX expertise, and tech smarts, we can provide the solution.

    What we deliver

    We have made delivering high quality and high efficiency customer experiences a reality, with Amazon Connect Agent Workspace and Step-by-Step guides. We help you prioritise the biggest and quickest wins in your Amazon Connect agent experience, and then customise and deliver the technology for you.

    Example use cases that we can deliver include:

    Third party system integration, into the agent workspace

    Surface relevant information from all your systems; capture and push additional data back into third party systems; initiate RPA

    Action common resolutions

    Enable agents to action a customer problem or query. For example; issue refunds, start a new claim, amend a trip, add extras, etc.

    Contact scripting

    Automatically guide agents through the right process to solve customer queries, consistency and compliantly.

    Contact disposition

    Log reasons for contact and notes against every single contact. Administer inside the Agent Workspace.

    Outbound messaging

    Enable agents to execute SMS and email to customers, without leaving Agent Workspace.

    The benefits

    • Improve agent efficiency by bringing everything they need into the Amazon Connect Agent Workspace
    • Reduce your contact handling times by up to 30%
    • Empower agents to resolve customer queries at their first point of contact
    • Reduce agent onboarding effort by using smart technology to coach them on the job
    • Spend less time training agents on the basics; focus-in on the more complex and meaningful tasks
    • Improve customer service accuracy, quality, and compliance
    • Run a happier contact centre by providing the right tools for the job; reduce agent churn rates

    How do we do it?

    Our process is laser-focused on delivering value from Step-by-Step Guides for your Amazon Connect contact centre. Our expert team will support you through every stage of the journey, ensuring that your investment is maximised:

    Discovery & Analysis

    Define the problems you need to solve, understand the systems and processes at play, and prioritise the delivery roadmap.

    Design & implement new interfaces & workflows

    Design the optimal workflows and supporting user interfaces for your agents, build and configure your new Agent Workspace ready for testing.

    Integration with third party tools

    Connect with the appropriate third-party systems, to enable real-time data and intelligence in the Agent Workspace.

    Testing

    End to end testing, and user acceptance testing.

    Training

    Train the trainer for supervisors and team leaders; quick reference user guide and video walk-through for agents.

    Go Live Support

    Experts on hand to support go live of your new Amazon Connect Agent Workspace.

    Optional ongoing support & managed service

    We can continue to support and optimise your agent and customer experiences moving forward.

    About Acceleraate

    Acceleraate is a UK-based boutique SI and Managed Service Provider. We are CX & CCaaS optimisation specialists, driving continuous improvement, inspiring loyalty, and helping our clients to build relationships that last. With over 6 years of hands-on experience designing, implementing, and managing Amazon Connect for some of the UK’s best-known businesses and brands, we enable CX transformation and iteration, whilst delivering ongoing efficiency improvement.

    Highlights

    • Best practice Step-by-Step Guides design and implementation
    • Improve agent efficiency, drive first contact resolution, and reduce new agent onboarding time
    • Redefine contact centre agent workflows and processes to reduce handling times, remove frustration, and reduce stress

    Details

    Delivery method

    Pricing

    Custom pricing options

    Pricing is based on your specific requirements and eligibility. To get a custom quote for your needs, request a private offer.

    How can we make this page better?

    We'd like to hear your feedback and ideas on how to improve this page.
    We'd like to hear your feedback and ideas on how to improve this page.

    Legal

    Content disclaimer

    Vendors are responsible for their product descriptions and other product content. AWS does not warrant that vendors' product descriptions or other product content are accurate, complete, reliable, current, or error-free.

    Support

    Vendor support

    Contact us for pricing: +44 (0)161 552 5852 or transform@acceleraate.com