Amazon AWS has launch an innovate Cloud Contact Center (Amazon Connect) based in new way to add value to your costumer service.
Provide superior customer service at a lower cost with an easy-to-use omnichannel cloud contact center.
In just a few minutes, you can set up and make changes to your contact center so that agents can begin helping customers right away.
Save up to 80 percent compared to traditional contact center solutions with no minimum fees, long-term commitments, or upfront license charges.
Easily scale up or down to meet demand, with the flexibility to onboard tens of thousands of agents working from anywhere.
Use cases:
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Deliver omnichannel customer service
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Web and mobile chat
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Use built-in AI and ML to personalize interactions
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Improve agent productivity.
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Contact center automation
Agent application
Amazon Connect’s agent application consolidates all agent features into one easy to use experience, helping to save your agents valuable time and increasing their productivity. It combines the Contact Control Panel (CCP) with other Amazon Connect agent capabilities, such as task management, customer information, knowledge assist, and workforce schedules into a single UI.
Contact Control Panel
The Contact Control Panel (CCP) provides a single, easy to use communication interface for agents to receive calls, chat with contacts, transfer them to other agents, put them on hold, and perform other tasks. It is also easy to customize your agent experience allowing you to integrate your external applications like CRM or marketing automation. Learn more about the CCP.
Skills-based routing
Amazon Connect has a single UI and routing engine for calls and chat, increasing efficiency among agents. Efficient routing is important to minimize wait times and ensure an end customer gets the answer they need. With skills-based routing, Amazon Connect ensures contacts are sent to the right agent at the right time based on variables such as availability, skillset, customer sentiment, and past history. This helps agents quickly and efficiently resolve issues.
Machine learning and artificial intelligence
Agent assist
Amazon Connect Wisdom, a feature of Amazon Connect, delivers your agents the information they need to help reduce time spent searching for answers and improve customer satisfaction. They can search across connected data repositories to find answers and quickly resolve customer issues during a conversation in real time. Amazon Connect Wisdom links relevant knowledge repositories with built-in connectors for third-party applications like Salesforce and ServiceNow and with internal wikis, FAQ stores, and file shares. Also, it uses ML-powered speech analytics in Contact Lens for Amazon Connect to automatically detect customer issues during calls and recommend content to your agents in real time, helping them resolve the issue without having to manually search. Learn more about Amazon Connect Wisdom.
Caller authentication and fraud risk detection
Amazon Connect Voice ID uses ML to provide real-time caller authentication and fraud risk detection to make voice interactions faster and more secure. Amazon Connect Voice ID analyzes caller’s unique voice characteristics and carrier network metadata to provide your agents and self-service interactive voice response (IVR) systems with a real-time decision on a caller’s identity for faster and more accurate verification. Amazon Connect Voice ID also screens for fraudulent actors in real time, based on your contact center’s custom watchlist, reducing potential losses from fraudulent attacks. Learn more about Amazon Connect Voice ID.
Real-time speech and sentiment analysis
Contact Lens for Amazon Connect enables you to better understand the sentiment, trends, and compliance of customer conversations in your contact center. This helps supervisors train agents, replicate successful interactions, and identify crucial company feedback. Supervisors can conduct fast full-text search on all transcripts to quickly troubleshoot customer issues. Using real-time analytics powered by ML, you can also get alerted to issues during live customer calls and deliver coaching to agents while calls are in progress, improving customer satisfaction. Learn more about Contact Lens for Amazon Connect.
Call summarization
With call summarization, a capability of Contact Lens, important aspects of each customer call are automatically summarized, such as the outcome of the agent’s actions and any follow-up items (for example, issuing a refund) to complete the request for the customer. Your contact center agents and supervisors can easily access the call summary with just a few clicks in Amazon Connect without requiring any technical expertise. Learn more about call summarization.
Natural language chatbots with automated design
You can easily build natural language chatbot contact flows using Amazon Lex, an AWS artificial intelligence (AI) service that is natively integrated within Amazon Connect and has the same automatic speech recognition (ASR) technology and natural language understanding (NLU) that powers Amazon Alexa.
If you want a free consulting an benefits on how to implement and gest started with this solution to your business, contact us today:
Website: http://cybershop46.com
Learn More: https://aws.amazon.com/connect/features/?pg=connect&sec=hs
