Amazon Web Services

PACE New Features: Wisdom, Agent Status Reminders, and More!

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Perficient’s Amazon Connect Experience (PACE) solution amplifies the power of Amazon Connect with several added features and managed services. As we continue to develop and customize our software to your needs, we will post blogs with new features and processes we have added, changed, or fixed. To learn more about PACE, visit our dedicated landing page!

Wisdom Integration:

Wisdom is a new feature released by AWS that uses real-time speech analytics and natural language processing to provide agents with recommendations and answers based on the customer’s issues. These capabilities are a game-changer for the contact center space since they increase agents’ efficiency and reduce average handle time. Best of all, it’s available out of the box with PACE, and works flawlessly!

Wisdom New

 

 

 

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Agent Status Reminders:

With this update, supervisors can configure custom status reminders to assist agents in managing their time. The reminders are configured on a per status basis and display custom messages to agents who need to take a break after being Available for too long or switch back to handling contact center interactions. For example, agents can use the custom lunch status to indicate when they are away for their 30-minute break. Supervisors can now configure reminders to trigger after 35 minutes and 45 minutes for agents who forget to switch back to the Available status after their 30-minute lunch.

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And There is More!

We understand agents are very busy during the day and sometimes handle multiple conversations simultaneously, making it particularly difficult to remember to set notes and dispositions (categories) during wrap-up. For that reason, we added the ability to retroactively update these fields using our Update Contact feature. Now, agents can look up the Contact ID they wish to update and enter the required information whenever they are available.

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In addition, we made the Agent Console more extensible than ever by adding the ability to have static tabs that will display even when agents are not handling an active contact. We also updated the Customer Profiles integration to version 2, which provides an enhanced UI and new functionality such as the ability to copy the Contact ID of a previous conversation.

Changes We’ve Made:

One of the most significant changes in this release is the new autoload functionality of the Contact Path Tab that displays how a customer navigated through the contact flow (IVR). We also improved the overall performance of the Agent Console, and Lex Bots Manager, resulting in a smoother platform experience for both administrators and agents. Last, but not least, we made enhancements to the External Contacts and Home pages on the Admin Console.

Contact Path

Learn More

We’re an Amazon Connect Service Delivery Partner with more than 20 years of experience delivering customer engagement solutions. We offer unparalleled contact center experience to accelerate innovation with AWS and Amazon Connect. In addition, our cloud expertise enables us to create powerful solutions while maintaining business agility and flexibility, while our dedicated CRM and ERP practices ensure seamless integrations with legacy applications.

To learn more and get in touch with our customer engagement practice, visit our Customer Engagement webpage!

About the Author

Toni is a Senior Product Engineering Manager focused on Customer Engagement Solutions for Amazon, Microsoft, and Twilio.

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