AWS Contact Center

When a customer contacts your contact center, understanding their context is key to providing a great experience. To help you deliver more efficient and personalized customer service, Amazon Connect Customer Profiles helps contact center managers create a unified view of a customer’s profile with the most up to date information, so that agents can provide […]

This year, re:Invent is in Las Vegas and Amazon Connect has a jam packed agenda! With new launches, leadership sessions, workshops, and an in-person customer reception, there will be something new to do for everyone! Keep reading for more information on how you can get the most out of your re:Invent 2021 experience, whether in-person […]

Today, consumers can pick from a range of rich digital messaging apps to communicate with friends and family. Some example include: Facebook Messenger, iMessage, WhatsApp, WeChat, Viber, Line, Telegram and more. These digital channels are pervasive and widely used: eMarketer estimates that over 3 billion people will use at least one of them in 2021. […]

Thousands of companies use Amazon Connect to solve millions of customer issues daily via calls and chats. Many of these companies also want to provide support for their customers through SMS (short message service, i.e. text messaging), as nearly all consumers own a mobile device and typically read text messages within 90 seconds. For consumers […]

Introduction In our previous blog, we discussed how Amazon Connect customer profiles provides a simple, consistent way to manage customer’s experience for repeat callers with features like personalized prompts, last agent, and last queue routing. For customers looking to personalize the experience of repeat callers, but are unable or not wanting to use customer profiles, this […]

In the age of rapidly deployable and configurable contact center technology, organizations across all verticals, sectors, and industries are reevaluating the ways they engage with their end customers as well as the services they provide. Customers are looking for more dynamic, intuitive, and responsive ways to engage with businesses and governments. Using cloud based technologies […]

Long wait times in contact center queues are a key driver for customer frustration. They also increase costs to companies. Typically, the workforce management (WFM) teams forecast and adjust staffing to minimize the time a customer waits in queue before they can speak to a contact center agent. However, resource management is an optimization between […]

Contact center agents often encounter questions from customers that require them to reference knowledge documents such as frequently asked questions (FAQs), wikis, product manuals, and how-to guides. Many contact centers use knowledge management systems and document repositories that are siloed and not well-integrated with the applications that contact center agents use when interacting with customers. […]

Today, Amazon Web Services (AWS) announces the general availability of Amazon Connect Voice ID, a Machine Learning (ML) powered voice authentication feature for Amazon Connect. Amazon Connect is an easy-to-use omnichannel cloud contact center that helps companies of any size deliver superior customer service at lower cost. Amazon Connect Voice ID offers both real-time caller […]

Many businesses today are constrained by legacy contact center technologies that only allow inbound communications, which forces them to rely on separate applications and tools to reach customers with outbound communications. Integrating tools for outbound communications into contact centers is time consuming, expensive, and difficult to manage because each outbound communication channel (calls, texts, or […]