Amazon has made creating a chatbot easy with Amazon Lex. It is intuitive and quick to get going and there are some excellent blogs and white papers out there to teach you how to get started. However, these resources will only be appropriate to convey very simple ideas and have basic conversation with your customers. Here are 5 additional tips to help you out.
When migrating from one system to another there are many business processes that can be affected, some of which cannot be easily changed. We have several customers who had this very scenario with regards to the agent extension. The routing of customers to agents within Amazon Connect is based around the concept of Queues.
For direct to agent routing, Amazon Connect uses a concept of Personal Queues. Personal Queues are the login name of the agent, which is typically an email address. Personal queues provide the ability to send a customer to a specific agent, however, we are still missing those important “4 digit extensions” that your customers use. In this Blog we’re going to show you a working solution along with instructions giving you the ability to build your own.
Its been just over a year since Amazon launched the Quick Start offerings for Amazon Connect. Quick Starts are designed to be seamless and deployed in a few simple steps. Originally presented with just 5 integrations, today you have 16 to choose from. Just take a look at what’s offered:
Traditionally, integrations of this nature would have been a significant investment involving scores of people and many months of planning. While the Quick Start approach is not new, it’s certain to be new to the enterprise contact center space. When you stop and consider what’s going on in the industry today, you can really start to see how Amazon Connect is going to differentiate itself in a busy CCaaS Market.
A genuine Contact Center as-a-Service has finally arrived in the form of Amazon Connect. In the past, a typical contact center sale could be categorized as anything but as a “service”. If you needed to reduce the number of agents because of the loss of a contract or add agents during a seasonal peak time, it was difficult to negotiate the commercial and hardware constraints. The balance has finally swung in the customer’s favor with new features which include significant savings over traditional cost per agent models. (more…)
It’s no secret that universities have a constant battle keeping their curriculums up-to-date with the fast-paced development of artificial intelligence (AI) and automation. Royal Melbourne Institute of Technology (RMIT) is disrupting this institutional norm by preparing their students for working life through company mentorship programs. Companies such as VoiceFoundry, who develop innovative Contact Center technologies for enterprise, are working with students bound for Computer Science degrees to develop innovative and real-world business solutions. More businesses are looking for novel ways to engage their customers and deliver better service. Graduates entering the workforce who can demonstrate technology skills in Automation and AI are undoubtedly valued. VoiceFoundry is proud to be a part of the development of these skills.
Amazon re:Invent is one of many Amazon conferences held throughout the year, however, it’s the place to be to get up and close with AWS Product, Developer and Partner teams. Held in Las Vegas this year, the event featured over 50,000 attendees spread over 7 hotels, with 2 Expo halls, many day-long lab events, a builder fair, certification center, over 3500 breakout sessions and 4 keynotes… it sure was a hectic 5 days!
This year was filled with a mind-boggling slew of product and feature releases, which are increasing in cadence as Amazon reacts to customer demand and provides ways to secure and grow their dominance on the cloud.