This technical session, led by the Amazon Connect Solutions Architect team, deep-dives on how to implement Amazon Connect Cases in order to track and manage customer issues that require multiple interactions.
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Explore contact center best practices and hear stories from leading experts in customer service, customer experience, and contact center technology.
Dive deep and read about the Gartner recognition of AWS as a Visionary in the Magic Quadrant for CCaaS. Download the Magic Quadrant report.
Read the 2022 Achieving Customer Amazement Report for the latest on customer preferences, habits, and wants to help you create an amazing customer experience.
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.
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.
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.
2:01Amazon Connect, the omnichannel cloud contact center, turns your call center into an innovative customer experience.
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.
“Using Amazon Connect, we can support our business with a single contact center that offers a single pane of glass for visibility across all our agents."
Analyst firm Omdia provides a POV on the evolution of Amazon Connect. This report covers differentiators that are enabling “organizations to think differently about contact center technologies.”
As an omnichannel cloud contact center solution, Amazon Connect enables your agents to work from home without requiring any additional configuration.
Discover what you need to evaluate your contact center so that you can deliver personalized, enhanced experiences at every touchpoint - and which solutions can help achieve better business outcomes.
