Key Features

Amazon Connect

• Automation, Omnichannel and Telephony:  
  • Telephony: Eliminate the need to handle multiple vendors, commit to peak call volumes and negotiate complex contracts by simply managing a network of telephony providers from around the world. Access services such as direct inward dial (DID), over 200 calling destinations and toll-free phone numbers in more than20 countries worldwide. Understand proactive monitoring, which can scale up and down within seconds from telephony experts. 
  • Omnichannel: Access contact centers embedded and intelligent high-volume outbound communications across multiple channels. Speak with millions of people daily for marketing promotions, upcoming delivery notifications and appointment reminders. Schedule communications by simply specifying the communication channel and contact list. 
  • Predictive Dialer With Answering Machine Interaction: Increase efficiency by calling customers in a list automatically. Connect only to live customers by detecting busy signals, respond to voicemail greetings through a machine learning model. 
  • Web and Mobile Chat: Offer customers the ability to text agents without being available simultaneously through asynchronous messaging. Take advantage of secure and encrypted chats that support all existing compliance certifications. Talk with Apple Business Chat or iOS messaging through the product’s routing, contact flows and configuration. 
  • Task Management: Maintain a high customer satisfaction rate through follow-up items to resolve customer requests and issues. Prioritize track and assign agent tasks to completion easily. Improve agent productivity by automating tasks that don’t require user interaction. 
  • Automation: Save time and money with intelligent automation and self-service tools such as interactive voice response, natural language chatbots and automated customer voice authentication. Provide a seamless multi-channel communication experience for chat, voice and task management. Improve efficiency and eliminate the need to repeat tasks and functions by automation capabilities. 

• AI and Machine Learning:  
  • Agent Assist: Deliver agents with correct information and reduce the time searching for data through Amazon Connect Wisdom. Search across connected data repositories and find answers quickly to resolve issues during a real-time conversation with customers in real-time. 
  • Call Authentication: Make interactions secure and authentic through machine learning-powered Voice ID capabilities. Analyze caller's specific carrier network metadata and voice characteristics to get real-time caller identity decisions for more accurate and faster verification.  
  • Speech and Sentiment Analysis: Understand customer sentiment and trends better, train agents, identify critical feedback and replicate successful interactions. Troubleshoot customer issues by conducting a fast full-text search on all transcripts, getting alerts regarding issues during live calls and delivering proactive assistance to agents during conversations while improving customer satisfaction. 

• Agent Experience:  
  • Contact Control Panel: Get easy-to-use, single interface to receive calls, transfer them to peers, put them on hold, chat with contacts and perform other tasks. Customize agent experience easily by integrating external applications such as marketing automation or CRM. 
  • Unified Customer Profiles:  Offer more personalized customer service by getting a unified view of customers’ current information. Access customer profiles and contact history, including transcripts, number of holds, customer sentiment and customer information from CRM and various order management applications such as phone, address, current order status.  

• Set up, Administration and Reporting:  
  • Contact Flow Builder: Design automated contact flows that adapt to the client experience in real-time. Leverage other AWS services, such as AWS Lambda, and create personal and targeted experiences by accessing any back-end system virtually and pulling in any information, including past purchases, customer tendencies and contact history. Use this information to anticipate end-customer needs and deliver solutions even before the caller specifies the issues. 
  • Real-time and Historical Analysis: Lower costs and improve performances by understanding contact centers at the most granular level through powerful analytics tools such as a visual dashboard.. Make data-driven decisions, reduce customer wait time, boost agent productivity, and reduce customer wait times by identifying common trends with overall operational performance and customer issues. 
  • Call Recording: Monitor and boost customer experiences with integrated recording systems for agent performance assessment. 

Limitations

•  No comprehensive contact flow reporting and analytics. 
•  No version control for contact flows. 
•  No way to delete old configurations. 
•  Cumbersome user account administration. 

Suite Support