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Forrester Report: CCaaS Wave
AWS’s Amazon Connect recognized as a leader in The Forrester Wave: Contact Center As A Service, Q1 2023
AI and ML help solve key contact center challenges by improving customer experience, increasing agent effectiveness, and reducing expenses.
0:56With 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.
Getting Started with ML-powered Amazon Connect forecasting, capacity planning, and scheduling
Explore real world examples of Artificial Intelligence (AI) and Machine Learning (ML) in Amazon Connect contact centers.
"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.”
3:05Better understand the sentiment, trends, and compliance of customer conversations to effectively train agents, replicate successful interactions, and identify crucial company and product feedback.
This course of the Amazon Connect curriculum is designed for supervisors and technical roles to get familiar with the administrative interface and how to view and publish reports and analytics.
2:20With 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.
Give your contact center the agility it needs by freeing your agents to work securely from wherever they need to be.
Learn how to enable advanced reporting for an Amazon Connect contact center by processing and querying a collection of data sources with different record structures using a variety of AWS services.
4:54Ring, 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.
Read the 2022 Achieving Customer Amazement Report for the latest on customer preferences, habits, and wants to help you create an amazing customer experience.
2:01Amazon Connect, the omnichannel cloud contact center, turns your call center into an innovative customer experience.
This intro course of the Amazon Connect curriculum discusses fundamental capabilities, tools that simplify working with an omnichannel contact center, and roles that are integral to implementation.
44:12Convenience is becoming a priority to customers. With Amazon Connect, you can quickly automate your IVR by deploying a QnABot to provide faster, self-serve support.
