Category: Amazon Connect

User management is a critical component of a contact center. Typical use cases include creating and updating user profiles. However, another significant use case is searching for and reporting on these users based on unique characteristics such as their profiles or tags. Amazon Connect now provides an API using which customers can search for contact […]

Agent experience is a crucial aspect of contact centers and their interactions with end consumers define the customer experience of a business. In such a scenario, providing agents the right tools and information in a timely fashion is key to ensuring first call resolution, decreased average handling times and increased customer satisfaction score. Call sentiment […]

Join us for AWS Contact Center Day, a free virtual event where you’ll learn about the future of customer service, how machine learning can optimize customer and agent experiences—and more. Register now » Introduction Many organizations want the capability to perform analytics on the contact center data for an extended period and build custom reports for […]

Amazon Connect customers can configure click-to-dial functionality on their website using the StartOutboundVoiceContact API. This enables agents to reach out to callers located in a much wider global area, without requiring Amazon Connect customers to provision numbers in several regions. This provides a frictionless experience where customers provide a phone number and Amazon Connect initiates […]

In some scenarios, Amazon Connect agents may need to look up nearby point of interests quickly to assist their end customers. For example, in a car accident, the driver of the car might call into the auto insurance company for assistance and request contact information for a nearby repair shop or car rental company. This […]

At the outset of 2021, businesses and customers looked forward to returning to ‘normal’ business operations and customer interactions. For contact center leaders, anticipating and responding to ever-changing customer needs remains a top business priority. Along with continuous change, continuous innovation has also become the norm – thanks in a big way to cloud-driven digital […]

Contact centers face a challenge of having to constantly improve on the contact center experience based on customer feedback. In order to so, it is important that contact centers collect reliable and measurable data. Contact centers can implement post chat customer satisfaction surveys that allow for actionable feedback on user experience and agent performance. Customer […]

This year at re:Invent, Amazon Web Services (AWS) Business Applications and Contact Center solutions had a full line-up of opportunities to dive deep on customer experience innovation. Our customers and partners learned ways to unlock the power of artificial intelligence (AI) and machine learning (ML) for customer experience with new Amazon Connect launches. You were […]

Taking medications as prescribed is essential for any illness treatment. However, it can become confusing when there are multiple pills to be taken at different times of the day. This becomes more problematic for patients with mild cognitive impairment, Alzheimer’s or other kinds of dementia. Some medications are prescribed three times a day, while others […]

Having a good agent experience is paramount for contact center efficiency, and although businesses have different requirements from the agent application perspective, agents typically need a way to manage contacts across different channels, instantly identify who the customer is, and check their contact history. Most often, agents need to toggle, browse, and search for information […]