Features of Amazon Connect
Omnichannel Cloud Contact Center
- Amazon Connect is an AWS cloud-based omnichannel contact center.
- A variety of channels, including phone, SMS, and email, may be used to contact customers in order to reduce their effort and provide consistent, seamless cross-channel experiences for both live and automated engagements.
Agent Experience
- The agents and functionalities are connected by Amazon into a single, user-friendly experience.
- Time is saved, and production is increased, which benefits agents.
Administration of Tasks
- Amazon Connect helps to greatly increase customer satisfaction by addressing the queries and wants of consumers.
- It is easier to organize agent tasks, including some work done after the chat, to guarantee that any following client issues are promptly handled.
Integration and Automated Systems
- Amazon Connect integrates with a number of businesses and technology partners who offer automation.
- It is simple to integrate the Amazon Lex chatbot, for instance. A lot of services use Amazon Connect, including Salesforce Service Cloud Voice.
What is Amazon Connect?
Pre-requisite: AWS
Using the AWS cloud service Amazon Connect, we can easily set up a contact center with only a few clicks. The number of agents may be altered at any time to suit the situation’s needs thanks to its excellent scalability. It enables customer service representatives to interact with customers similarly using an on-site contact center setup.
Let’s look at a couple of configuration concepts for AWS Connect
- Telephone: Amazon Connect offers a number of call-making and call-receiving alternatives. It manages the technical setup required to keep the phone services running.
- Chat: Amazon Connect also provides chat support options. Customers may communicate with contact center representatives or staff using any device. It allows continuing a chat conversation on a different device or starting up where you left off.
- Tasks: Amazon Connect Tasks are used to control the flow as well as to distribute calls, set priorities, and keep an eye on issues. These activities can be automated using other AWS tools and services.
- Routing Profile: A routing profile, which serves as a template of rules, decides which contacts an agent will receive. It is also used to determine the routing priority. Each agent receives a Routing Profile. Multiple agents can utilize the same routing profile.
- Queues: Standard and Agent: Calls from clients are first placed in the standard queue before being routed to an agent. When a new agent joins the contact center, the agent queue is automatically updated.
- Queues: weight and duration Important Delay and Priority are features of Amazon Connect. They aid in load balancing the contact center by allocating the incoming traffic across the groups of agents based on priority.
- Channels and Concurrency: An agent is in charge of overseeing tasks, calls, and discussions. An agent will not, however, be assigned any other assignments, chats, or calls until he has finished the one he is now on. In a separate situation, an agent may accept a discussion and subsequently receive 10 further conversations, but no assignments or phone calls.
- Flows: Flow is in charge of determining the customer experience right from the start of the contact support provided.