Tag: #contactcenter

Standard Bank is one of the largest banks in Africa, with over 50,000 employees serving more than 18 million customers across 20 countries. Founded in 1862, the bank has grown to be a leading financial services organization, providing personal and business banking, wealth management, advisory services, and more. Standard Bank’s contact center operations underpin its customer […]

Introduction Contact center agents and supervisors continuously strive to provide exceptional customer service to their customers. In modern contact centers, an interactive voice response (IVR) system is typically the first point of contact for a customer seeking support. Therefore, it is crucial to provide an exceptional customer experience while the customer is interacting with the […]

Generative AI is delivering real customer experience (CX) results in production at enterprise scale sooner than expected.

Introduction Contact center agents assist customers with topics that involve complex workflows. Within the Amazon Connect agent workspace, step-by-step guides support agents with clear instructions on how to handle a particular use case. Step-by-step guides are agent facing workflows that can branch based on decisions and send & receive data from external systems. Guides increase […]

Contact volumes and agent staffing in contact centers vary during the day. When there are more contacts than available agents, a queue holds contacts waiting to be answered by agents. A single queue to handle all incoming contacts maximizes service levels, and minimizes wait times. This is only possible when each agent can handle all […]

The ability to share attachments between customers and agents during a chat interaction offers significant benefits to enhance the overall customer experience. By allowing customers to share files such as documents, images, or screenshots during a chat session, it facilitates clearer communication and provides a more comprehensive understanding of the customer’s issue. This can lead […]

The quote, “Not everything that matters can be measured, and not everything that can be measured matters,” highlights the challenge of selecting appropriate metrics and reports to gauge your success. This is especially true for contact centers. Success in contact centers requires analyzing standard metrics like average hold time (AHT) or abandonment rate and customizing […]

The customer experience landscape is rapidly evolving, driven by rising expectations and technological innovations like generative artificial intelligence (AI). At Amazon Web Services (AWS), we are committed to empowering businesses to deliver exceptional customer service and experiences. This year, we are thrilled to be a sponsor of Customer Contact Week 2024, one of the most […]

A solid knowledge base has always been a crucial piece in effectively aiding agents in the contact center. Now with generative AI, well-structured, straightforward, and up-to-date knowledge bases are key to support generative AI assistants like Q in Connect in easily and effectively synthesizing your content. In this blog post, you will learn about Amazon Q in Connect, how it works, and how to optimize your knowledge base to maximize impact using our generative AI capabilities.

In the context of a transfer call scenario from a contact center, the company’s provisioned phone number is typically the outbound caller ID. However, certain scenarios require preserving the original caller ID throughout the transfer process, allowing the receiving party to identify the initial caller. Amazon Connect provides flexible outbound calling capabilities through queues. The […]