In the realm of enterprise contact centers, achieving performance objectives such as service levels, agent occupancy, and average speed to answer is critical for delivering exceptional customer service. The strategies employed to route incoming contacts significantly impact these performance metrics. Amazon Connect empowers organizations to route contacts based on business-critical objectives. For further insights on this subject, refer to another blog post that dives deeper into the topic here.
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As businesses continuously strive to improve customer engagement, leveraging tools like Amazon DynamoDB Accelerator (DAX) becomes essential in ensuring that performance objectives are met and exceeded.
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