AWS Contact Center
Tag: Real-time analytics
Assist agents and enrich system metrics with HAQM Connect
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 […]
Contact Lens for HAQM Connect (Preview)
Today, AWS announced Contact Lens for HAQM Connect, a set of capabilities for HAQM Connect enabled by machine learning (ML) that gives contact center supervisors and analysts the ability to understand the content, sentiment, and trends of their customer conversations to identify crucial customer feedback and improve customer experience. HAQM Connect is an omnichannel cloud […]