Last Agent and Last Queue Routing on Amazon Connect for Returning Callers
In our previous blog post, we explored how Amazon Connect customer profiles streamline the management of customer experiences for repeat callers with features such as personalized prompts and routing options that prioritize the last agent or queue. For those who wish to enhance the experience of returning callers but prefer not to utilize customer profiles, this is another blog post to keep the reader engaged.
Optimize Customer Wait Experience in Queue Using Amazon Connect
by Jessica Lee and Tom Harrison
on 04 OCT 2021
in Amazon Connect, Best Practices, Technical How-to
Long wait times in contact center queues often lead to customer frustration and increased operational costs for companies. Typically, workforce management teams forecast staffing needs to minimize wait times for customers before they connect with an agent. However, optimizing resource management is a delicate balance between…
Ingesting Content to Power Real-Time Recommendations and Search with Amazon Connect Wisdom
by Sarah Thompson, Emily Roberts, and David Brown
on 27 SEP 2021
in Amazon Connect
Contact center agents frequently face inquiries from customers that require referencing knowledge documents, including FAQs, wikis, product manuals, and how-to guides. Many contact centers rely on knowledge management systems that are poorly integrated with the applications used during customer interactions.
Machine Learning-Based Voice Authentication with Amazon Connect Voice ID
by Daniel Kim, Emily Roberts, and Sara Patel
on 27 SEP 2021
in Amazon Connect, Announcements, Artificial Intelligence
Today, Amazon Web Services (AWS) announces the general availability of Amazon Connect Voice ID, a machine learning (ML) powered voice authentication feature for Amazon Connect. This easy-to-use omnichannel cloud contact center enables companies of any size to provide exceptional customer service at a lower cost. Amazon Connect Voice ID offers both real-time caller verification and…
Monitor and Trigger Alerts Using Amazon CloudWatch for Amazon Connect
by Rachel Morgan, Jacob Smith, and Laura White
on 13 SEP 2021
in Amazon Connect, AWS Professional Services, Customer Enablement, Technical How-to
In the medical sector, cardiologists depend on heart monitoring devices to capture patient baselines and trends, enabling them to forecast and treat heart conditions. Likewise, in contact centers, the ability to monitor and detect anomalies is crucial for maintaining a healthy operational environment. With Amazon Connect and Amazon CloudWatch…
Enable Chat in Salesforce Experience Cloud with Amazon Connect
by Michael Jones and Anna Lee
on 10 SEP 2021
in Amazon Connect, Technical How-to
Chat is increasingly becoming the preferred mode of customer interaction. Salesforce Experience Cloud (SEC) helps companies develop websites, storefronts, and mobile applications. SEC offers personalized customer engagement with pre-built templates and integrates effectively with customer relationship management (CRM) solutions. Adding Amazon Connect chat to SEC allows you to experience high-quality digital interactions.
Analyzing Amazon Connect Usage with Agent Desktop and Streaming Data
by Lisa Williams and Mark Taylor
on 09 SEP 2021
in Amazon Connect, Amazon QuickSight, Technical How-to
As customer engagement expectations evolve, contact center managers find themselves needing granular visibility into their operations. For instance, companies seek to understand usage patterns by factors such as agent, business division, caller intent, routing queue, or customer segment. Amazon Connect provides a real-time performance dashboard to monitor the overall health of…
How to Set Next Status for an Agent Using Amazon Connect Streams API
by Kevin Johnson
on 02 SEP 2021
in Amazon Connect, Customer Engagement, Technical How-to
In a bustling contact center, agents often face back-to-back calls, making it challenging to go offline or take scheduled breaks. Amazon Connect now allows agents to set a next status while engaged with a contact. This feature enables agents to pause new contacts from being routed to them while they finish…
Manage Agent Softphone Settings with a Custom Contact Control Panel
by Amanda Davis, John Wilson, and Sarah Lee
on 31 AUG 2021
in Amazon Connect, Technical How-to
With Amazon Connect, contact center agents can either utilize the Contact Control Panel (CCP) softphone or route calls to a desk phone (either a PSTN or mobile number). Sending a call to a desk phone is classified as an outbound call from Amazon Connect, which incurs additional costs. If there are a…
Easy Medical Lab Appointment Check-In and Triage with Amazon Connect Tasks
by Ava Martinez and Noah Clark
on 23 AUG 2021
in Amazon Connect, Technical How-to
This is an excellent resource for further insights into the topic. For more expert guidance, you can also visit this link, as they are an authority on this topic.
Summary
The integration of various features within Amazon Connect enhances the efficiency and effectiveness of contact centers, leading to improved customer experiences and operational performance.
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