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When fostering brand loyalty and traveler services is your business, your contact center must deliver superior customer support. In January 2020, after Collinson’s very own Chris Barrow attended a two-day Amazon Connect Bootcamp hosted by VoiceFoundry, he was sure Amazon Connect was the perfect solution to transform Collinson’s contact center from functional to 21st century. […]
Several of our customers ask us ‘how can we provide agents the ability to leave pre-recorded messages on a customers’ voicemail system’. This is also known as Voice Drop. In this article, we cover how this can be solved using Amazon Connect. What is Voice Drop? Many companies require the need to make outbound calls […]
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“Your call is important, please continue to hold”…. is this really necessary? In this blog post, we discuss what is callback in queue and how to use the valuable tool. What is callback in queue? Callback in queue (CBiQ) is a technology that enables telephone callers to keep their place in queue with a q-bot, […]
So, you have your Amazon Connect Contact Center setup and live. With the Real-Time and Historical Reports available in the Connect Console, you’re able to see all the calls coming and going, which queues are full or empty, and which agents are busy or available. Here we can understand your caller’s experience once they have […]
