Amazon VGT2 Las Vegas: Streamlining Email Response Management with Amazon Connect and TCS RemacX

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In today’s highly competitive business landscape, delivering exceptional service is crucial for customer satisfaction and brand loyalty, particularly in customer-centric sectors such as retail, travel, banking, and healthcare. Research from Gartner indicates that customers who endure prolonged delays in issue resolution are 96% more likely to view a brand as unreliable and 81% more inclined to share negative feedback. This highlights the pressing need for businesses to establish efficient communication channels for quickly addressing customer inquiries and concerns.

As customers increasingly expect various communication options, email remains a dominant channel alongside voice and chat. Due to its offline nature, email allows businesses to manage customer inquiries effectively and utilize artificial intelligence (AI) for categorizing and enhancing service delivery.

Amazon Connect, a cloud-based contact center solution offered by Amazon Web Services (AWS), excels in voice and chat but requires additional configuration to support email communications. In this article, we will explore how to seamlessly integrate email capabilities into an agent desktop powered by Amazon Connect. TCS RemacX, an intuitive cloud-based omnichannel agent collaboration platform, complements Amazon Connect by providing context for calls and leveraging AI to support first-contact resolutions.

The email functionality within RemacX is designed to handle customer emails similarly to how agents manage voice or chat requests. The solution enables reading, categorizing, and dispatching emails to the appropriate customer queue for support agents. It also generates Amazon Connect Tasks to ensure timely responses to customer inquiries.

TCS RemacX operates under a well-defined service-level agreement (SLA) that supervisors can monitor and manage. Additionally, it employs machine learning (ML) to automatically identify and allocate urgent cases to agents.

As an AWS Premier Tier Services Partner and Managed Services Provider (MSP) with a specialization in Amazon Connect, Tata Consultancy Services (TCS) has been aiding some of the world’s largest organizations in their transformation journeys for over five decades.

Solution Architecture

The TCS RemacX solution is built using Amazon Connect contact flows and incorporates several key AWS services:

• Amazon Connect: A user-friendly omnichannel cloud contact center that enhances customer service at reduced costs.
• Amazon DynamoDB: A flexible NoSQL database service offering rapid performance.
• Amazon WorkMail: A secure, managed business email and calendar service that works with existing email clients.
• Amazon Comprehend: A natural-language processing (NLP) service that extracts insights from text.
• Amazon API Gateway: A fully managed service for creating, publishing, and securing APIs.
• AWS Lambda: A serverless computing service that allows code execution without server management.

The architecture for processing emails is illustrated as follows:

1. A customer sends an email to the support mailbox, or fills out a web form.
2. The email is received in the enterprise support mailbox (using Amazon WorkMail), with the content stored in Amazon S3.
3. Amazon Comprehend analyzes the email’s intent using NLP, with results stored in S3.
4. An AWS Lambda function retrieves the results, storing metadata in Amazon DynamoDB.
5. Another Lambda function creates a task in Amazon Connect.
6. The task is routed to an available agent based on skill and availability.
7. The agent processes the customer request in TCS RemacX.
8. The WorkMail API is used to send the response back to the customer.

Context-Aware Email Response with TCS RemacX

When agents access emails, they receive contextual information about the customer, including personal details, product information, and past interactions. This holistic view enables agents to address queries efficiently from the Contact Control Panel (CCP) without needing to access multiple systems.

TCS RemacX unifies customer engagement across voice, video, email, and chat, allowing agents to interact seamlessly across various social media platforms, including Facebook, WhatsApp, and Slack.

To further extend email management, the TCS RemacX solution can utilize Amazon Simple Email Service (SES) to provide agents with custom response templates. This scalable email service allows agents to streamline their responses, improving efficiency while maintaining quality. The solution can also create cases in CRM systems like Salesforce or generate tickets in tools like ServiceNow using Lambda functions when emails are received. Subsequent customer responses, agent actions, and task closures can be updated within the CRM system.

Advantages of TCS RemacX

Incorporating email capabilities into contact centers provides customers with additional touchpoints for swift issue resolution. This integration not only enhances agent productivity but also centralizes customer interactions for improved visibility, transparency, and reporting. Agents can utilize enhanced features from Amazon Connect, such as:

• Queues for organizing and routing contacts.
• Customer profiles that include contact history and relevant customer information.
• CRM integrations with pre-built connections to external applications like Salesforce.

For more insights on this topic, check out this resource about effective communication strategies. Additionally, this resource is great for understanding the support structure behind these solutions.