Tag: contact centers


How can you expand on the built-in reporting within Amazon Connect and use the wider AWS Ecosystem to bring real-time connect data into your existing Kibana dashboards? Amazon Connect provides out-of-the-box metrics and reporting that can generate real-time and historical metric reports to monitor efficiency and utilization, agent performance, and other information about your contact center. Sometimes […]

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  Evolution of the Contact Center A long, long time ago…ok, maybe not that long ago, the only thing you expected from contact center agents was for them to provide quick solutions to pressing issues. But thanks to this fourth industrial revolution we’re having and new technology solutions, customers expect a digital experience when they contact support […]

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