Customer service is more important than ever, especially with more choice on the market. For organizations, there is a salient need to implement systems that offer quick resolution and high customer satisfaction.
In a recent webinar, we shared how Amazon Connect, can transform your Customer Contact Center. The technology, developed by Amazon internally to serve eCommerce and business needs, handles millions of requests per day at scale. We shared the pervasiveness of the platform through an informative webinar.
Here are some of the highlights:
The Evolution of Customer Care
Customer care has evolved over the past twenty years, from a focus on gathering telephone calls and cost savings to a more dynamic engaging platform. With the emergence of popular social media platforms and additional media tools, organizations are looking for new tools to maintain their competitiveness in crowded markets.
Customer Care has evolved over the years to a modern customer engagement platform.
Such platforms used to be siloed and focused on gathering telephone calls. Much of the focus also looked at lowering overall costs.
Now? It’s a set of tools and practices focusing on customers. pic.twitter.com/vO9dfMs3Cm
— Perficient Integrate (@PRFT_Integrate) February 28, 2018
Introducing Amazon Connect
There are numerous solutions available on the market, with the majority of organizations using traditional contact centers. Others have moved to the cloud while still others leverage the customer service functionality included within the customer relationship management (CRM) platform they are currently using.
As of today, the majority of our webinar attendees are using traditional contact centers.
Some have moved to the cloud, while others continue to rely on their #CRM.
— Perficient Integrate (@PRFT_Integrate) February 28, 2018
One notable solution on the market is Amazon Connect, a globally available platform requiring no hardware, no software installation, and no external telephony provider. Fully cloud-based, the platform deploys quickly and organizations can get to work quickly.
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Additionally, Amazon Connect integrates with other AWS solutions including Lex, DynamoDB, and Lambda for database and chat bot support. Rounded out with self-service, artificial intelligence, callback, SMS/email alerts, and advanced metrics, organizations will have comprehensive control over their customer service strategies.
Amazon Connect is globally available, requiring no hardware and no software installation. pic.twitter.com/1I1dRg9USA
— Perficient Integrate (@PRFT_Integrate) February 28, 2018
With #Amazon Connect – a platform over a decade in development, you can enjoy other features including analytics, callback, survey, and SMS/email alerts. pic.twitter.com/2gHnbLfeb4
— Perficient Integrate (@PRFT_Integrate) February 28, 2018
Platform Extensibility
That said, Amazon Connect does not stand on its own. As with many situations in the modern day technology ecosystem, extensibility is a key differentiator – and Amazon Connect is no different. The platform has standing partnerships with Salesforce, Zendesk, and Pindrop, just to name a few.
Next, we address advanced customization for #Amazon Connect.
Some of these include @freshdesk @salesforce @pindrop and others.
If the integration doesn’t exist, it can probably be built. pic.twitter.com/jqMX1o9nT1
— Perficient Integrate (@PRFT_Integrate) February 28, 2018
In short, adopters don’t need to worry about the lack of a comprehensive platform, since Amazon Connect’s partnerships fill in any potential gaps.
The Challenge of Implementation
Our final topic of the webinar covered implementation. Even though the need for a platform such as Amazon Connect is a near no-brainer for customer-centric organizations, there is still risk in adopting any platform. The hallmark of a successful implementation lies in two areas:
- Pre-Implementation, which includes understanding a new system, avoiding outages, and simplifying integrations. As a new platform is implemented within an organization, it’s always important to have a plan and test configurations before anything goes live.
- Post-Implementation, which includes automating and reporting on the status of customer conversations. Additionally, organizations will also want to keep agents happy, reducing turnover rates while adding automation.
Providing training, a clear communication line, and a focus on good UI are important when implementing #Amazon Connect.
Employees need to know what their jobs are tied to with new technologies.
— Perficient Integrate (@PRFT_Integrate) February 28, 2018
Going From Here
Amazon Connect provides full control of customer service, allowing organizations to evolve how they engage with their customers. If you have questions on how Amazon Connect can impact your business, meet us at Enterprise Connect 2018 (March 12-15) in Orlando, Florida or visit our partner site here.
You can also learn more about the platform by reading our blogs, speaking to a specialist at www.perficient.com, and downloading our guide, Amplify the Power of Amazon Connect.
