Tag: Amazon Connect

The contact center space is rapidly evolving, making it difficult for companies and people to stay up to date on the latest capabilities and best practices. Since launching in 2017, Amazon Connect has evolved as well with over 700 major feature releases, largely driven by customer input. The expanded features of Amazon Connect deliver the […]

Introduction As of 2023, short messaging service (SMS) has a global reach of approximately 5 billion unique users. With 80% of adults using text messaging for communication, it is an essential tool for reaching a wide audience. Amazon Connect two-way short messaging service (SMS) capabilities enabling you to resolve customer issues via text messaging. It […]

Workforce management (WFM) is essential for contact center success. It matches staff levels to call volume patterns, which reduces customer wait times and operational costs. Effective WFM ensures the right agents with the right skills are available at the right time to handle customer contact volume. This systematic approach to scheduling maximizes both agent productivity […]

Amazon Connect multi-user in-app, web, and video calling capabilities enables multiple customers and agents to seamlessly participate in the same communication session. During an ongoing call initiated from a web browser or mobile application, participants can dynamically add more attendees, enhance the interaction with video capabilities, and share their screens. This solution transforms traditionally complex multi-user conversations into streamlined, collaborative experiences that drive better customer outcomes.

Contact center agents juggle dozens of customer interactions daily. Without easy access to their recent call history, valuable context gets lost between conversations. Amazon Connect provides agents with powerful tools to manage real-time voice and digital interactions. One valuable enhancement is the ability for agents to view a personalized summary of their recently handled voice […]

Human agents are critical components of any contact center, and it is essential for organizations to provide them with the right tools for success. By supporting agents effectively, companies not only improve the agent experience but also enhance the end-customer experience. To address this need, Amazon Connect offers Amazon Q in Connect, a generative AI […]

Historically, travel and hospitality companies relied on loyalty programs to do exactly that—build loyalty. However, a McKinsey & Company report shows that loyalty is in decline. The same study from McKinsey advises that travel and hospitality companies can win loyalty by “offering distinctive, satisfying experiences” through more personalized engagement. The key to delighting customers and […]

Enterprise contact centers struggle to support multiple lines of business (LOBs) with separate IT and operations teams. Business Process Outsourcing (BPO) companies amplify this complexity, managing hundreds of customers with unique requirements. Contact center migration patterns address these challenges, accelerating deployments and simplifying operations. This post explains five such proven patterns that create a robust […]

Agents are critical components of any contact center, and it is essential for organisations to provide them with the right tools for success. By supporting agents effectively, companies not only improve the agent experience but also enhance the end-customer experience. To address this need, Amazon Connect offers Amazon Q in Connect, a generative AI assistant […]

Introduction Salesforce Contact Center with Amazon Connect (SCC-AC), now generally available, is a groundbreaking offering that integrates Amazon Connect native digital and voice capabilities into Salesforce. Building upon the existing voice-only Service Cloud Voice (SCV) integration, SCC-AC enables customers to unify voice and digital channels across Amazon Connect and Salesforce enhancing customer and agent experience […]