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There's a lot you can do to optimize your contact center. Here are a couple of additional steps that you may find useful:. Set up recording behavior.
Monitor live conversations and review past conversations. This is a way that managers can coach agents and help them improve.
For voice conversations, set up recording in your contact flows. For chat conversations, set up recording at the instance level.
To learn how to monitor conversations, see Monitor live conversations. Add an Amazon Lex bot. Use Amazon Lex in your contact center to reduce the load on your agents.
You can set up a contact center in minutes that can scale to support millions of customers from the office or as a virtual contact center.
Amazon Connect is so simple to set-up and use, you can increase your speed of innovation. With only a few clicks, you can set up an omnichannel contact center and agents can begin talking and messaging with customers right away.
Making changes is easy with an intuitive UI that allows you to create voice and chat contact flows, or agent tasks without any coding, rather than custom development that can take months and cost millions of dollars.
Amazon Connect costs less than legacy contact center systems. With Amazon Connect you pay only for what you use, plus any associated telephony and messaging charges.
With Amazon Connect there are no minimum monthly fees, long-term commitments, upfront license charges, and pricing is not based on peak capacity, agent seats, or maintenance.
Learn how our customers are saving. Amazon Connect has the flexibility to scale your contact center up or down to any size, onboarding tens of thousands of agents in response to normal business cycles or unplanned events.
As part of the AWS cloud, you can support your customers by accessing Amazon Connect from anywhere in the world on secure, reliable, and highly scalable infrastructure.
All you need is a supported web browser and an internet connection to engage with customers from anywhere. Amazon Connect provides a seamless omnichannel experience through a single unified contact center for voice, chat, and task management.
Amazon Connect offers high-quality audio capabilities, natural interactive voice response IVR , and interactive chatbots that operate seamlessly with web and mobile chat contact flows.
For customer conversations that require additional work e. Amazon Connect has the same skills-based contact routing, queuing, analytics, and management tools in a single intuitive UI, making management easy.
And adapting to customer needs requires no coding. For example, you can dynamically offer chat and voice contact , based on such factors as customer preference and estimated wait times.
Agents, meanwhile, conveniently handle all customers from just one interface. For example, they can chat with customers, and create or respond to tasks as they are routed to them.
Amazon Connect is an open platform that you can integrate with other enterprise applications, such as Salesforce. In addition, you can take advantage of the AWS ecosystem to innovate new experiences for your customers.
Voice ID will analyze speech attributes to create a digital voiceprint. When callers call back, Voice ID matches their claimed identity with the digital voiceprint and generates an authentication decision for the caller, creating a faster and a more secure customer interaction.
Learn more about Amazon Connect Voice ID. 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 and product feedback. Supervisors can conduct fast full-text search on all transcripts to quickly troubleshoot customer issues.
In addition, with real-time capabilities, you can get alerted to issues during live customer calls and deliver proactive assistance to agents while calls are in progress, improving customer satisfaction.
Learn more about Contact Lens for Amazon Connect. You can easily build natural language chatbot contact flows using Amazon Lex, an AWS 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.
An Amazon Connect contact flow defines the customer experience with your contact center from start to finish, including setting logging behavior, setting voice, capturing customer inputs spoken or by pressing on the phone keypad , playing prompts, transferring to appropriate queue, etc.
Amazon Connect makes it possible to design automated contact flows that dynamically adapt to the caller experience in real-time. In addition, Amazon Connect is highly flexible and allows you to leverage other AWS services in Amazon Connect.
Using AWS Lambda, you can create targeted and personal experiences by accessing virtually any back-end system and easily pull in information such as: past purchases, contact history, and customer tendencies, which can be used to anticipate end-customer needs and deliver answers to questions before they are even asked.
You can also design contact flows to change based on information retrieved by Amazon Connect from AWS services e. Amazon DynamoDB, Amazon Redshift, or Amazon Aurora or third-party systems e.
CRM or analytics solutions. Customers can also build contact flows that understand natural language using Amazon Lex, an AI service that has the same automatic speech recognition ASR and natural language understanding NLU technology that powers Amazon Alexa, so callers can simply say what they want instead of having to listen to long lists of menu options and guess which one is most closely related to what they want to do.
Understanding your contact center at the most granular level is key to improving performance and lowering costs. Amazon Connect offers powerful analytics tools, including a visual dashboard with customizable real-time and historical metrics.
With Amazon Connect you can also stream your most detailed contact metrics to the data lake of your choice where you can join and analyze them with other data like conversion rates or customer satisfaction.
This enables your contact center manager to make data-driven decisions to increase agent productivity and reduce customer wait times.Amazon Second Chance Geben Sie es Weckfunktion, tauschen Sie es ein, geben Sie ihm ein App Filme Leben. Ein genauer Release-Termin für den deutschen Markt oder gar ein Preis für den Echo Connect stehen allerdings nicht fest. The 100 Stream Deutsch Bs und Geräte-Forum Frage an die Community.