Tag: Customer Experience

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 […]

In today’s hyper-connected world, customer support teams must juggle an ever-growing portfolio of products and services all within a single CRM like Salesforce. Agents need instant access to the right information, yet they too often find themselves wading through a monolithic, consolidated knowledge base that spans every line of business (LOB) from telecom billing to […]

Today’s consumers have high expectations – and your customers are no exception. Every business is racing to stay ahead with the latest technical innovation that can improve service, reduce costs, and help target strategic growth. Amazon Connect is one of these solutions – powered by the might of AWS technology and AI, it’s a modern […]

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 […]

The Wisconsin Department of Revenue (DOR) administers the state’s income and business tax laws, oversees property tax assessments, regulates alcohol and tobacco sales, verifies taxpayers’ identities, manages the state lottery, and distributes tax revenues to local governments. The agency’s contact center, where about 500 agents handle 700,000 calls annually, depended on multiple disparate technologies hampered […]

Priceline is a leader in online travel that pairs innovation with negotiation to help customers find best-in-class deals on flights, hotels, car rentals and cruises. As an online travel agency, Priceline works with a vast network of trusted travel suppliers worldwide to offer extensive inventory for our customers. In fact, Priceline offers over 1.2M accommodations […]

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 […]

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 all the time to handle customer contact volume. This systematic approach to scheduling maximizes both agent productivity and […]

The efficiency of agent onboarding directly impacts the success of today’s contact centers. With frequent staffing changes driven by business needs, seasonal variations, and specialized skill requirements, organizations must streamline and secure their onboarding processes. By automating manual tasks such as provisioning and deprovisioning, organizations can significantly reduce errors, improve security, and accelerate the onboarding […]