Contact Centers are a critical component of every business as it is an entry point for its customers and a pivotal factor in creating a public image. Having a poor and frustrating customer experience can not only turn away existing customers but prevent future growth. The Amazon Connect Health Check can help with identifying subpar […]
Posts Tagged ‘Amazon Connect’
PACE New Features: Microsoft Teams Integration, Call Me Now Widget, and More!
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 […]
PACE New Features: Meet the New Agent Desktop Experience, Call Notes, and More!
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 […]
PACE New Features: Customizable Surveys, Web Chat Attachments, and More!
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 […]
Why Amazon Connect for Service Cloud Voice
In my previous blog, An Introduction to Service Cloud Voice, I provided a high-level overview of Service Cloud Voice and some key benefits a part of this offering. In this post, I will cover why Amazon Connect is the best option for Service Cloud Voice telephony and what some of the advantages and capabilties of […]
An Introduction to Service Cloud Voice with Amazon Connect
A New Solution for the Contact Center Pre-integrated with Amazon Connect, Powered by Salesforce Service Cloud Voice seamlessly enhances your Salesforce Service Cloud investment with telephony. By bringing together voice communications, digital channels, and CRM data, you equip your agents with smart and streamlined service to provide your customers with a great phone experience from […]
A Better Experience for End-of-Day Callers in Amazon Connect
In Amazon Connect, a queued call would stay in the queue even when the queue has closed for the day. So, what do you think would happen to your call if you called into the support queue at 4:54 PM and it closes at 5:00 PM? The answer would depend on the contact center’s policies […]
An Easier Way to Manage Prompts in Amazon Connect
Imagine you are an Amazon Connect administrator. You’ve been working on a project to deploy over 20 new contact flows that use more than 50 prompts (media that can be used to playback audio to customers or agents in contact flows, such as hold music or greetings) for your Amazon Connect instance. After a long […]
Direct Inward Dialing (DID) for Internal Agent Transfer with Amazon Connect
Agents often receive calls that they would like to transfer to another agent or consult with a supervisor. Agents also want to connect and talk to other agents directly without an active call. In some cases, customers might want to speak directly to a specific agent. These services can be made available if each agent […]
New Amazon Connect Feature: Customer Profiles
Last week, AWS announced the addition of Customer Profiles for Amazon Connect, which allows agents to see the contact history of a customer along with data from external connectors such as Marketo, Salesforce, ServiceNow, and Zendesk at the very beginning of the customer interaction. This empowers agents to have more personalized interactions and increases their […]
Agent Next Status in Amazon Connect
Agent Next Status is a nifty upcoming feature in Amazon Connect that allows agents to update their status on an active contact and choose their next status. This is an exciting addition since agents at a busy contact center are routed calls and chats back-to-back. They may not always get the opportunity to switch their […]
Evolving Traditional Technologies Toward CX
Contact Centers are a traditional aspect of companies and historically where and how those companies seek to interact with their customers. For years the chief expectation for these interactions was primarily via the phone or voice channel. Though as consumers embraced the internet and mobility, newer channels emerged. As this continued, along with businesses’ desires […]