Category: AWS Lambda

Callback mechanisms play a crucial role in modern contact centers as they allow callers to reserve their position in the queue without having to remain on hold. This not only enhances customer service by reducing wait times but also optimizes telephony costs and agent utilization. When a callback is requested by a caller, it remains […]

Contact centers have performance objectives (service levels, agent occupancy, average speed to answer) to ensure a high-quality of customer service. The methods used to route incoming contacts have a direct influence on these performance metrics. Amazon Connect makes it possible to route contacts based on objectives that are important to the business. Part 1 of […]

Contact centers often receive illegitimate phone calls where the caller is pretending to be someone else by using an existing customer’s phone number. While you might simply fail a check on a web site because you don’t have the right credentials, contact center agents are trained to be polite even when something seems amiss, so […]

Organizations use contact centers to answer inbound calls and initiate outbound communication to their customers. Use cases for outbound communications include appointment reminders, telemarketing, subscription renewals, billing reminders, and follow-up calls. Customer preferences determine the communication channel (voice, messaging, or email) used in outbound campaigns. Contact center managers often use different applications for each channel […]

Enterprise contact centers have performance objectives (service levels, agent occupancy, average speed to answer) to ensure a high-quality customer service. The methods used to route incoming contacts have a direct influence on these performance metrics. Amazon Connect makes it possible to route contacts based on objectives that are important to the business. Part 1 of this […]

Organizations are increasingly using speech recognition to create powerful conversational interfaces in the contact center, enabling self-service, user identification, and caller authentication based on users’ spoken natural language. These capabilities create delightful experiences for the user and improve containment rates and customer satisfaction scores. Oftentimes, in order to authenticate callers, organizations typically must collect alphanumeric […]

Enterprise contact centers have performance objectives (service levels, agent occupancy, average speed to answer) to deliver a high-quality customer service experience. The strategies used to route incoming contacts have a direct influence on these performance metrics. Amazon Connect makes it possible to route contacts based on objectives that are important to the business. This is […]

Taking medications as prescribed is essential for any illness treatment. However, it can become confusing when there are multiple pills to be taken at different times of the day. This becomes more problematic for patients with mild cognitive impairment, Alzheimer’s or other kinds of dementia. Some medications are prescribed three times a day, while others […]

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 […]

Overview of the solution Corporations today can accumulate hundreds or even thousands of telephone numbers, making it difficult to keep an accurate inventory or know the treatment for each number. Sales and marketing departments can have a different number for every marketing campaign, or customer service may have numbers for every support center. Businesses want […]