AWS Contact Center

Analyze Amazon Connect agent event stream with Amazon Athena and Amazon QuickSight-part 5

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. Amazon Connect agent event streams are Amazon Kinesis […]

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Redacting sensitive data in the chat message streaming API for Amazon Connect

Introduction Organizations today strive to provide increasingly personalized customer journeys. For example, up-selling new products based on history of interest in related products. Data collection drives the ability for businesses to personalize – data is valuable and the more collected, the more impact a personalized experience can have. Businesses must be able however to balance […]

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Configure single sign-on using OneLogin for Amazon Connect

Join us at AWS Contact Center Days October 4-5 to learn how to improve your customer experience with the cloud. Register now › Single sign-on (SSO) enables users to access multiple applications securely via a single ID and password. This reduces the headache of remembering multiple username and passwords for users in an organization. Contact Centers […]

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Combine data from multiple sources using Amazon AppFlow and build unified Amazon Connect Customer Profile for contact center agents

Join us at AWS Contact Center Days October 4-5 to learn how to improve your customer experience with the cloud. Register now › Introduction A prior understanding of customers’ journey and their engagement with a business is essential for contact center agents to deliver personalized customer service experience. Businesses want to improve their customer satisfaction scores […]

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AWS recognized as a Visionary in the 2022 Gartner Magic Quadrant for Contact Center as a Service

Join us at AWS Contact Center Days October 4-5 to learn how to improve your customer experience with the cloud. Register now › Gartner, a company that delivers actionable, objective insight to executives and their teams, has published the 2022 Gartner Magic Quadrant for Contact Center as a Service (CCaaS). Amazon Web Services (AWS) was named […]

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Architecture diagram showing the data flow betwen AWS services for data analytics

Use Amazon Connect data in real time with Elasticsearch and Kibana

September 8, 2021: Amazon Elasticsearch Service has been renamed to Amazon OpenSearch Service. See details. In this blog post, we demonstrate how you use Amazon Elasticsearch Service (Amazon ES) and Kibana for real-time analytics for your Amazon Connect contact center. You can monitor your contact center performance to improve a variety of service metrics, such […]

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Integrate Salesforce knowledgebase with Amazon Connect Wisdom

Today’s end-user expects speedy and personalized customer service and does not wish to spend time waiting on a call while an agent is searching for information about the case. When customer service agents need access to information to assist a customer, they lose time trying to navigate various data sources in silos: frequently asked questions, […]

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Automate appointment reminders using Amazon Pinpoint and Amazon Connect

Missed appointments result in thousands of dollars in lost revenue per year across industries. No shows waste precious time for subject matter experts waiting for customers. Some businesses manually remind their customers before the appointments; however, this is inefficient, not scalable, and costs productivity and money. An agentless outbound dialing campaign for appointment reminders is […]

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Automating Amazon QuickSight dashboard creation for analyzing Amazon Connect data

Introduction To get the most advanced analytics benefits, organizations need a robust platform and a cost-effective solution to run a thriving contact center. This is achieved by building a data lake on Amazon Simple Storage Service (S3). Amazon Connect Data Lake Best Practices whitepaper lays out the various data sources within Amazon Connect, and steps […]

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Click to Call in Amazon Connect

Join us at AWS Contact Center Days October 4-5 to learn how to improve your customer experience with the cloud. Register now › 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 […]

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