Contact Center
Contact center and customer service professionals are keeping up with customer demand and expectations by accelerating the rate of innovation with automation, personalization, and unique customer experiences. Explore these resources to learn about how the contact center space is evolving, explore new technology practices, and uncover best practices learned from Amazon Connect customers.
-
Read ArticleAccurately Predict Customer Service Workloads
Getting Started with ML-powered Amazon Connect forecasting, capacity planning, and scheduling
-
re:Invent in 10 minutes
section -
3:21Watch Videore:Invent in 10: Creating ‘The Art of the Possible’ Customer Service on Every Channel
More and more, end-customers are using mobile devices to resolve their issues with customer service. Learn how to enable easily new channels like chat and self-service with Amazon Connect.
-
3:47Watch Videore:Invent in 10: Innovating Your Contact Center with Machine Learning
Discover why Gartner predicts that 45% of manual tasks will be replaced by Machine Learning automation, and how you can automate and personalize your contact center with Amazon Connect.
-
4:15Watch Videore:Invent in 10: Empowering Agents to Deliver Great Customer Experiences
Contact center agents need customer insights, connected systems, and organized tasks to have seamless interactions. Learn how to deliver all of it for your agents in a single desktop experience.
-
Automate and Personalize your Customer Experience with Machine Learning
section -
2:01Watch VideoWhat is Amazon Connect
Amazon Connect, the omnichannel cloud contact center, turns your call center into an innovative customer experience.
-
0:56Watch VideoMachine Learning Powered Contact Centers with Amazon Connect
With Amazon Connect Voice ID, Wisdom, and with high-volume outbound communications, agents have all of the data they need that by the time they greet their customers they already know how to help.
-
1:46:55Watch VideoGetting the Most out of Amazon Connect: Amazon Connect Voice ID
This technical session, led by the Amazon Connect Solutions Architect team, deep-dives on how to implement Amazon Connect Voice ID in order to analyze speech attributes to create a digital voiceprint.
-
Read eBook
Optimize Customer Service Through Intelligence
It's time to leave behind the challenges of legacy contact centers.
-
Register for one of our upcoming Contact Center Workshops and Events.
Learn More -
Read ArticleWall Street Journal: Taking customer experience to the next level with AI
Explore real world examples of Artificial Intelligence (AI) and Machine Learning (ML) in Amazon Connect contact centers.
-
4:06Watch VideoAutomatic Chatbot Designer
In the Database, Analytics, and Machine Learning keynote at re:Invent, AWS announced the Amazon Lex automated chat bot designer, a new feature that simplifies the chatbot training and design process.
-
8:58Watch VideoHow Affirm is Reinventing Their Customer Journey with Machine Learning
In this breakout session, Laurence Duggan a Product Manager at Affirm, the financial-wellness technology company, shared their new customer journey that’s rooted in Machine Learning.
-
Boost Agent Productivity with a Single UI
section -
1:26:22Watch VideoGetting the Most out of Amazon Connect: Contact Lens for Amazon Connect
This technical session, led by the Amazon Connect Solutions Architect team, deep-dives on how to implement Contact Lens for Amazon Connect in order to deliver AI/ML real-time sentiment analysis
-
3:48Watch VideoHow to Improve Your Agent Performance with Machine Learning
Uncover new ways machine learning is being used in every interaction including new tools for agents, customers, and supervisors.
-
Questions about Amazon Connect?
Get in touch -
Read Case StudyPriceline: Optimizing the Customer Experience During 3x Call Increase
"Not once have we asked ourselves, ‘Can our contact center infrastructure handle this?’ We know that using Amazon Connect enables us to provide enhanced customer service.”
-
3:05Watch VideoIntroduction to Contact Lens for Amazon Connect
Better understand the sentiment, trends, and compliance of customer conversations to effectively train agents, replicate successful interactions, and identify crucial company and product feedback.
-
2:20Watch VideoMachine Learning Powered Contact Center Agents
With Amazon Connect, you can ease the frustrations of your customers and the burden of your agents by validating customer identity with just their voice and connecting agents to relevant information.
-
4:54Watch VideoRing Customer Service is More Efficient and Intelligent with Amazon Connect
Ring, a home security and smart home company, uses Amazon Connect to provide contact center agents with all the information they need to provide faster and more personalized service.
-
Engage with Customers on Channels Convenient to Them
section -
7:18Watch VideoHow Truist Evolved Their Contact Center Tools with Amazon Connect
In this re:Invent session, discover how Truist transformed their contact center to respond quicker to customer needs with Amazon Connect.
-
9:08Watch VideoSimplifying the Agent Experience with Amazon Connect
In this re:Invent session, learn how businesses must continuously innovate and adopt new processes to stay ahead of customer expectations.
-
Read eBook
Empower Your Agents to Work Securely From Anywhere
Give your contact center the agility it needs by freeing your agents to work securely from wherever they need to be.
-
Loading More...
