AWS Contact Center

The union of marketing and technology (MarTech) has contributed to making communications and customers interactions more dynamic and personalized. In a multichannel environment with increasingly connected customers, it is essential for a MarTech system to orchestrate a digital marketing strategy using customers’ preferred channels in addition to monitoring their effectiveness during these engagements. Companies in […]

When managing your contact center, knowing if your claimed phone number is customer reachable in Amazon Connect instead of a busy signal or a “not in service” message is crucial to your business.  Your phone number(s) might become unreachable due to various unforeseen circumstances like carrier issue, release of phone number, and others. This blog […]

Providing great customer service is a key business differentiator in today’s highly competitive world in which we live. Typically, businesses measure customer satisfaction (CSAT) with post call surveys and reviewing of call recordings, both of which have their own associated challenges. CSAT surveys typically suffer from low response rates, can be subject to bias and […]

At the end of an interaction with a customer, agents have to create follow-up work items with other teams in order to provide the best end to end customer experience. Some examples include customer requests to mail specific product or services brochures, mailing a physical copy of a maintenance contract the customer has agreed on […]

Single sign-on (SSO) is an authentication mechanism that allows users to access multiple applications securely with a single set of credentials. Users no longer need to remember multiple usernames and passwords, allowing them to maintain a singular experience for authenticating into multiple applications. Contact Centers applications are no different and require the ability to utilize […]

Agents are a core part of a contact centre. At peak times, they manage long queues and look through multiple systems for the information requested by their customers. During a call, agents may need to reconfirm information with the customer that they already gave in the Interactive Voice Response (IVR) system. This may include the […]

Today, contact centers are often subject to fraud from bad actors calling and pretending to be someone they are not. Contact centers use knowledge-based authentication to validate the identity of their customers, where callers would have to answer multiple questions to verify their personal details, like social security number, date of birth or mother’s maiden […]

A contact center has a large amount of valuable customer data that supervisors and quality assurance managers can use to easily understand the sentiment, trends, and compliance risks of customer conversations. These insights allow companies to effectively train agents, replicate successful interactions, and identify important customer feedback. This said, many companies find it difficult to […]

In the contact center world, agents frequently transfer calls, whether it is because the customer is routed to the incorrect department, or the customer’s situation requires an escalation. In some of these cases, the contact information collected by the first agent is not always available when a second agent or supervisor is talking to the […]

At the beginning of an interaction, contact center agents often spend time navigating between duplicate customer profiles across CRM, marketing, billing, shipping and ticketing systems. While the agent is finding the most accurate customer profile, the customer is waiting on a hold resulting in poor customer experience. As per a report by Experian, as many […]