Managing Quick Transfers with an Enhanced API in Amazon Connect
In the contact center environment, agents routinely need to shift calls to other representatives or queues. They also forward inquiries to external Direct Inward Dialing (DID) or toll-free numbers. This often entails sorting through numerous numbers to locate the correct one, which can be quite time-consuming. Additionally, transferring a customer to an incorrect destination can create inefficiencies and unnecessary frustration. For further insights into optimizing contact flow, check out this another blog post.
Routing Contacts Based on External Assessment of Offline Agent Workload with Amazon Connect
by Lila Tran
on 31 DEC 2019
in Amazon Connect, Contact Center
In customer service environments where experts handle incoming inquiries as well as back-office tasks—like case processing and follow-ups—specialized routing methods are necessary. Situations involving mortgage origination or IT helpdesk support often comprise intricate, multi-step interactions with customers. The workload of these specialists can significantly impact service delivery. For additional information, visit this authority on the topic.
Engaging More Customers with Web and Mobile Chat via Amazon Connect
by Alex Rivera
on 11 DEC 2019
in Amazon Connect, Amazon Lex, Contact Center, Intermediate (200)
We are thrilled to introduce a new communication channel for Amazon Connect: chat. This post will delve into the functionality and advantages of chat within Amazon Connect. Designed from the ground up for true omnichannel engagement, we ensure a seamless experience across voice and chat for your customers.
Contact Lens for Amazon Connect (Preview)
by Priya Sharma
on 03 DEC 2019
in Amazon Connect, Amazon Machine Learning, Artificial Intelligence, AWS re:Invent, Contact Center, Intermediate (200)
Recently, AWS unveiled Contact Lens for Amazon Connect, a suite of features powered by machine learning (ML) that empowers contact center managers and analysts to comprehend conversation content, sentiment, and trends. This capability helps in identifying vital customer feedback and enhancing the overall customer experience.
Reducing Costs with Amazon Connect
by Marco DeLaRosa
on 02 NOV 2019
in Amazon Connect, Contact Center, Customer Engagement
Amazon Connect is more cost-effective to operate than any other contact center solution. In fact, we have implemented a 26% reduction in telephony prices for U.S. customers. At AWS, we constantly strive to minimize costs for our customers, and this significant price drop is just one of our many initiatives aimed at achieving that goal.
Streamlining Outbound Calls with Amazon Connect
by Nina Carter
on 01 NOV 2019
in Amazon Connect, Contact Center, Top Posts
Join us for the AWS Contact Center Day, a complimentary virtual event focusing on the future of customer service, including how machine learning can enhance experiences for both agents and customers—register now! Two-way communications in modern contact centers serve as a powerful medium for conveying information, making inquiries, and resolving issues with customers.
Recovering Abandoned Calls Using Amazon Connect
by Steven Kim
on 18 OCT 2019
in Amazon Connect, Amazon DynamoDB, Amazon Kinesis, AWS Lambda, Contact Center, Intermediate (200)
We’ve all experienced the frustration of hanging up after a long wait for an agent, only to lose our position in the queue without the option for voicemail or a callback. Such experiences can harm customer satisfaction and impact businesses negatively.
Dynamically Assigning Outbound Numbers for Contact Centers with Amazon Connect
by Tara Lopez
on 12 AUG 2019
in Amazon Connect, Contact Center
Using a local caller ID can significantly increase the likelihood of customers answering incoming calls. However, contact center agents are not always local. Our partners have utilized Amazon Connect to implement a method for placing outbound calls with dynamically chosen local numbers, ensuring better response rates.
Enabling Federation with AWS Single Sign-On and Amazon Connect
by Kevin O’Neil
on 30 MAY 2019
in Amazon Connect, AWS IAM Identity Center, Contact Center, Intermediate (200)
Setting up a new identity provider can be a challenge if you don’t have a SAML 2.0-compliant provider. Amazon Connect supports SAML 2.0-compliant identity providers (IdPs) for single sign-on (SSO). AWS Single Sign-On (AWS SSO) simplifies the centralized management of SSO access across multiple AWS accounts, making it an excellent resource for organizations.
Utilizing Amazon Pinpoint to Send Text Messages in Amazon Connect
by Julia Foster
on 15 MAY 2019
in Amazon Connect, Amazon Pinpoint, Amazon Polly, AWS Lambda, Contact Center, Intermediate (200), Node.js
Leveraging SMS capabilities in your contact center offers another method to enhance customer experiences. With Amazon Pinpoint, you can manage every aspect of SMS and email campaigns, now including the ability to send text messages directly from Amazon Connect.
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