Category: Amazon Connect

Customers expect contact center agents to provide them with guided digital support and collaboration when they fill out an online form or perform complex transactions on the website. Explore a deployment scenario where Amazon Connect, integrated with Salesforce Service Cloud, powers the voice interactions while eGain’s Cobrowse console allows agents to offer cobrowsing capabilities to agents. Get details about the functionality provided by this integrated solution and the deployment steps for setting it up.

Salesforce Service Cloud Voice (SCV) natively integrates the Amazon Connect contact center platform into Salesforce’s CRM software. This delivers a new contact center solution that brings together voice conversations, digital channels, and CRM data. Learn about the pre-built integrations, deployment options, and architectural mapping patterns pertaining to SCV, and see an example of inbound customer journey with data flow and API calling sequence.

Cloud-based contact centers that leverage AI for enhancing the customer experience are gaining wide acceptance. TCS RemacX is an AI-powered CX collaboration space that extends Amazon Connect’s out-of-the box capabilities. It provides ways for customers to get insurance quotes, for example, and assists customer with FAQs using Amazon Lex. It also supports proactive customer communication like automated reminders for payments due using Amazon Pinpoint, and video calling using Amazon Chime.

Servion started collaborating with AWS on hosting custom applications built for contact center customers. This helped Servion acquire knowledge of AWS services related to security, administration, load balancing, database, and networking. Learn how to build differential and personalized experiences using Amazon Connect contact flows, AWS Contact Center Intelligence (CCI) services, and ServDesk agent widgets.

Cogito Dialog provides human-aware technology to help professionals elevate their performance. With Cogito’s AI, you can instantly analyze hundreds of conversational behaviors to provide live in-call guidance combined with a real-time measure of customer experience. This post highlights the features and benefits of Cogito Dialog’s integration with Amazon Connect, and explores how the two solutions coupled together provide a powerful start-to-finish solution for your call center.

Amazon Connect is an easy-to-use cloud contact center platform that helps enterprises provide superior customer service at a lower cost. TCS has built an adapter that can pick up the customer queries from social messenger channels and bring them into the web chat channel of Amazon Connect. This post describes the high-level architecture of the TCS solution, potential benefits, and ways to extend the solution to leverage other AWS services.

Zendesk and VoiceFoundry released the Amazon Connect app on the Zendesk Marketplace as part of a broader vision for the intelligent contact center of the future. The Amazon Connect app for Zendesk brings together a wide set of capabilities and unlocks endless possibilities for you to empower your agents and better engage your customers. By combining the powers of Amazon Connect and Zendesk, businesses can build a more intelligent contact center.

Due to lockdown restrictions, the global COVID-19 pandemic brought an unprecedented challenge to small, eat-in restaurants. Learn how Margarita’s Mexican Restaurant, a family-owned eat-in based in Justin, Texas, teamed up with BizCloud Experts to implement an Amazon Connect contact center solution that transformed restaurant staff into Amazon Connect agents. Within 48 hours, Margarita’s was handling its carry out and delivery business much more efficiently.

There is a flurry of contact center solutions being brought to market, but enterprise customers often find these solutions time-consuming, cost-intensive, and difficult to implement. Learn how to integrate an Amazon Connect instance with Salesforce Service Cloud to automatically create a case in Salesforce using REST APIs and Amazon Kinesis Data Streams. This allows you to proactively handles call drops occurring for customers when they dial into a contact center solution.

Amazon Fraud Detector is a fully managed service that makes it easy to identify potentially fraudulent online activities, such as online payment fraud and the creation of fake accounts. Learn how APN Premier Consulting Partner TCS has been integrating Amazon Fraud Detector to detect spam calls and route them efficiently using Amazon Connect. Used together, these AWS services can distinguish your genuine customers from spam or fraudulent callers.