Tag: Technical How-to

Introduction Contact center teams are increasingly motivated to communicate with customers to address potential issues before they arise. By anticipating and meeting customer needs proactively, organizations aim to improve customer loyalty and ultimately increase revenue by preventing customer dissatisfaction and churn. But, to be effective, proactive communication needs to be personalized, engaging, and connected across […]

Real-time media services running within virtual desktop infrastructure (VDI) environment, such as Citrix, can experience audio quality issues due to the resource intensive nature of processing the media on the server(s). Implementing Amazon Connect audio optimization for Citrix enables you to improve audio quality, reduce host server resources and lower cost per agent. VDI sessions […]

Introduction Contact center agents assist customers with topics that involve complex workflows. Within the Amazon Connect agent workspace, step-by-step guides support agents with clear instructions on how to handle a particular use case. Step-by-step guides are agent facing workflows that can branch based on decisions and send & receive data from external systems. Guides increase […]

The ability to share attachments between customers and agents during a chat interaction offers significant benefits to enhance the overall customer experience. By allowing customers to share files such as documents, images, or screenshots during a chat session, it facilitates clearer communication and provides a more comprehensive understanding of the customer’s issue. This can lead […]

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 […]

Introduction Smartphones have become the standard method of communication for consumers, with an estimated 6.8 billion users worldwide in 2023. The World Health Organization reported an estimated 1.3 billion people living with a disability. A portion of this population may not be able to use smartphones easily in their daily lives. This results in the […]

Companies often add self-service capabilities to their websites or mobile applications, such as frequently asked questions (FAQs) or knowledge articles, to help customers address their queries. When that customer escalates to a live agent for help, they are often asked to repeat the same information they may have entered or browsed on the app or […]

Introduction Amazon Connect Customer Profiles helps companies deliver faster and personalized customer service in contact centers. This is achieved by providing agents and automated experiences (e.g., IVR) instant access to customer information without the latency and costs of integrating data from multiple systems (SaaS apps, databases, etc). Companies can bring data from over eighty application […]

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 […]

Often, contact center agents need to handle complex issues that require multiple interactions, research, and detailed tracking and notation of next steps and status. For example, IT organizations need to be able to track troubleshooting steps, milestones, actions taken, and results of actions. Case management tools provide a solution that consolidates history of a specific […]