Tag: #amazonconnect

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 Organizations often struggle to gain a complete view of their agents’ performance. This is due to the large volume of interactions and the various channels through which they communicate with customers. Additionally, filtering relevant data points for performance analysis can be a difficult task. Fortunately, Contact Lens for HAQM Connect offers agent performance evaluation […]

Introduction HAQM Connect contact center allows you to create dynamic voice prompt playback using HAQM Simple Storage Service (S3). All the custom prompts are stored as audio files on HAQM S3. As the number of files increase, it becomes challenging to manage these files and audit changes. Business users would need access to AWS Management […]

Many businesses today use HAQM Connect Rules, a feature of Contact Lens for HAQM Connect, through HAQM Connect console for creating and managing rules. This restricts businesses who want to manage the automation of rules creation and management from any home-grown or third-party solution outside of the HAQM Connect console. HAQM Connect Rules now launched […]

Introduction HAQM Connect Cases allows your agents to track and manage customer issues that require multiple interactions, follow-up tasks, and teams in your contact center. As an organization, it becomes important to define performance metrics for resolving cases and identifying any bottlenecks. HAQM Connect supports Cases events streams which provide you with near real-time updates […]

Introduction Organizations want contact center reporting and analytic capabilities for agents’ activities. This enables them to manage agent staffing and optimizing the contact center work force operations. Contact center platforms with limited integration capability make it challenging to generate custom reports and perform advanced agent activity analytics. HAQM Connect agent event streams are HAQM Kinesis […]

Customers can try to find answers on company websites or mobile app before contacting customer service. Customer experience executives have struggled to carry that web or mobile click-stream behavior and context into the contact center interaction. The idea of creating a continuation of customer journey from web/mobile into the contact center for personalization, automation, and […]

Note: This is the third blog in the HAQM Connect reporting blog series. If you haven’t read “Analyze HAQM Connect Contact Trace Record with HAQM Athena and HAQM QuickSight–Part 1”, we strongly recommend you do before proceeding further. Introduction Organization that offer web chat as a communication channel strive to get insights into their customers’ […]

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. HAQM Connect makes it possible to route contacts based on objectives that are important to the business. This is […]

Note: This is the second blog in the HAQM Connect reporting blog series. If you haven’t read “Analyze HAQM Connect Contact Trace Record with HAQM Athena and HAQM QuickSight–Part 1”, we strongly recommend you do before proceeding further. Introduction Many organizations want the capability to improve the efficiency of their contact center’s quality analysis process. […]