JDS Contact Centre Insights for Amazon Connect

JDS Contact Centre Insights solution with Amazon Connect provides the analytics and knowledge for you to: • Reduce customer wait times. • Improve customer satisfaction. • Improve agent retention. • Optimise your workforce, scheduling, and forecasting. • Make better decisions from accurate real-time reporting of agent and customer activity.

Benefits include: Data driven outcomes - faster responses to customer questions, full visibility into customer service interactions and better understanding of the relationship between product performance and service enquiries. This includes clear visual knowledge for management teams on agent performance and activity, including availability, call and post-call tasks, callback details, training and breaks.

A single dashboard - multiple platforms across inbound calls, emails, chatbots and logs can result in teams spending too much time managing inquiries across disparate platforms. A single centralised view helps you better meet customers’ needs. Teams can easily see and analyse high call volume, active platform users, email themes, and chatbot conversations to better understand customer service interactions; and prepare for escalating call queues during particular situations.

Real-time operational intelligence - with actionable insights, overall operations won’t lag, and you’ll be able to provide faster responses. More contextual information and improved visualisation of data - with alerts, traffic light reporting and geographic mapping to understand regional activity, empowers teams to make better decisions. Service teams have a clearer understanding of what customers are talking about and how they are interacting, which improves customer service response times if problems occur. Agent productivity - detailed drill-down into specific agents’ performance with a visual timeline across all work activities during each hour for the whole day. Personal insights for each agent allows them to compare their metrics against acceptable levels and team averages. This helps agents self-manage their own time and performance and make changes that improve overall contact centre performance. Optimise contact centre agents’ time, with better allocation and queue assignment decisions - for improved morale and productivity.