Concentrix

FEBRUARY 1, 2024

Explore how Concentrix + Webhelp and Amazon Connect can support your adoption and implementation of generative AI.

Customer Service 62

Customer Service Cloud contact Contact Center 62

Calabrio

APRIL 16, 2020

Staying connected and responsive to customers under these circumstances can be challenging; access to a cloud-based contact center can be critical to resolving the new influx of cases and maintaining business continuity. Calabrio, Amazon and VoiceFoundry have partnered to provide fast deployment and configuration for remote working needs.

Contact Center 123

Contact Center Quality management Analytics Technology 123

USAN

OCTOBER 5, 2021

Amazon Connect, the cloud contact center platform from AWS, and USAN Contact Suite, native applications that extend the functionality of Amazon Connect, are designed with proactive service in mind. Amazon Connect Skills-Based Routing. Voice Authentication on Amazon Connect.

Contact Center 52

Contact Center APIs Healthcare Cloud contact 52

Upstream Works

MAY 4, 2021

Give your customers all that and more with Upstream Works for Amazon. We enhance Amazon Connect to provide a unified desktop, seamless integrations and management simplicity. Upstream Works for Amazon gives organizations the flexibility to scale up or down as their business needs change.

Enterprise 78

Enterprise Contact Center Technology Personalization 78

USAN

APRIL 5, 2022

Amazon Connect offers innovation this year with the introduction of a high-volume outbound communication capability. While Amazon Connect has long been a great tool for inbound interactions, AWS is now making this product a one-stop shop for both inbound and outbound communication. Contact attribute display.

Abandon rate 52

Abandon rate contact center solutions Cloud contact Contact Center 52

AWS Machine Learning

JULY 25, 2023

Amazon SageMaker JumpStart is an ML hub offering algorithms, models, and ML solutions. In this post, we demonstrate how to use JumpStart to deploy a Flan-T5 XXL model in a VPC with no internet connectivity. For the complete list, check out Getting started with Amazon SageMaker JumpStart.

APIs 79

APIs Healthcare Accountability Engineering 79

Xaqt

JANUARY 6, 2020

Whether you’re already using Amazon Connect in your Contact Center or just considering it, we’ve created this handy little guide on how to get the best reporting results for you AWS Call Center. For most reporting needs, we recommend using Amazon Redshift. This doesn’t exist for Amazon Connect.

Scripts 52

Scripts Call Center Contact Center Engineering 52

ShepHyken

APRIL 9, 2024

Companies like Amazon, Chick-fil-A, Apple, and other customer experience luminaries promise great service, deliver on their promises, and set the bar higher for others. You don’t have to be an Amazon or an Apple to deliver amazing service. Connect with Shep on LinkedIn. They have learned from the best.

Surveys 354

Surveys Customer Service Customer Experience 354

Concentrix

MAY 20, 2021

The post Citizen and Customer Engagement with Amazon Connect appeared first on Concentrix. Register to join us for the webinar on June 16.

62

62

ShepHyken

APRIL 22, 2024

What Has Amazon Done to Change Customers’ Delivery Expectations? Then Amazon Prime came along. My Comment: We wrap up this week’s Top Five roundup with a lesson from Amazon. The Amazon Effect is how the high levels of service, especially shipping (fast and “free” for Prime members), have impacted CX in all industries.

Customer Service 202

Customer Service B2B B2C Advertising 202

Concentrix

APRIL 28, 2021

The post Transform Your Cloud Contact Center Using Amazon Connect appeared first on Concentrix. Register to join us for our webinar on May 6th.

Cloud contact 62

Cloud contact Contact Center 62

CSM Magazine

OCTOBER 12, 2021

Amazon Connect users across the globe can now leverage PCI Pal’s secure payments solutions for additional payment security and compliance options. Thousands of businesses of all sizes are using Amazon Connect to adapt their customer communications for the post-pandemic future.

Government 52

Government Cloud contact Interactive Voice Response SaaS 52

ShepHyken

SEPTEMBER 19, 2023

Consider what Jeff Bezos of Amazon said many years ago: “The best customer service is if the customer doesn’t need to call you, doesn’t need to talk to you. Bezos quickly discovered that as perfect as Amazon might be, once the package left the warehouse, control was in the hands of delivery companies such as the USPS, FedEx, or UPS.

Customer Service 347

Customer Service Coaching Customer Experience Management 347

Concentrix

APRIL 19, 2021

The post Banking Industry Series: Cloud Contact Center Transformation Using Amazon Connect appeared first on Concentrix. Reimagine customer engagement and care operations for the new digital first experience.

Cloud contact 62

Cloud contact Banking Contact Center 62

CSM Magazine

DECEMBER 10, 2021

The AWS Partner Network (APN) recognized VoiceFoundry’s work to help customers elevate their customer experience leveraging Amazon Connect. ” With a legacy of over 40 years in the contact center environment, VoiceFoundry’s expertise is focused on the Amazon Connect portfolio of services.

Interactive Voice Response 52

Interactive Voice Response Technical Support Contact Center contact center solutions 52

USAN

JUNE 26, 2018

When Amazon released its contact center service, Amazon Connect, it was met with skepticism by some industry insiders because it didn’t have the features other solutions offer. After working with the cloud-based contact center service for a little over a year, we’ve seen firsthand the power of Amazon Connect in its simplicity.

Contact Center 51

Contact Center Automatic Callback Interactive Voice Response Quality management 51

ShepHyken

MARCH 26, 2024

Or consider the simplicity of ordering a product from Amazon. It is incredibly complicated, but the Amazon experience is so easy! Connect with Shep on LinkedIn. How complicated is the behind-the-scenes process that takes you from a few clicks on their website to what you ordered showing up on your front porch?

Entertainment 219

Entertainment Education Personalization Customer Service 219

USAN

MARCH 18, 2019

March 18, 2019 – USAN, a provider of cloud-based customer engagement solutions, today announced the availability of Agent Desktop for Amazon Connect and Dialer for Amazon Connect. Amazon Connect and USAN Contact Suite can eliminate the need for on-premises hardware, and customers pay for only what they use.

Average Handle Time 40

Average Handle Time Interactive Voice Response Contact center software Contact Center 40

pindrop

JANUARY 17, 2020

Now, Amazon Web Services is offering a disruptive solution, Amazon Connect, a cloud-based contact center service based on the same contact center solution used at over 50 internal Amazon businesses by as many as 70,000+ simultaneous agents on a daily basis. For more information, contact us.

Enterprise 52

Enterprise contact center solutions call center solutions Banking 52

Plantronics

FEBRUARY 20, 2020

Accelerate your Amazon Connect deployment with Poly headsets and devices Contact centers globally are amid a seismic shift where their organizations increasingly are coming under pressure as they must adapt to new realities driven by data security, customer preferences and less time to test, plan and execute new IT projects – all the while having [ (..)

Contact Center 45

Contact Center APIs Management 45

CSM Magazine

OCTOBER 6, 2020

The three-week engagement included the deployment of a remote outbound contact centre for agents working from home in just two weeks using Amazon Connect. We look forward to working with them again as we consider more AWS Connect capabilities including AI, ML and real-time analytics.”

Consulting 52

Consulting Consulting Enterprise Analytics 52

USAN

AUGUST 28, 2018

Calculating the Total Cost of Ownership for Amazon Connect. At USAN, we’ve helped many clients determine the TCO of moving to Amazon Connect. At USAN, we’ve helped many clients determine the TCO of moving to Amazon Connect. Understanding Amazon Connect Start-up Costs.

Contact Center 55

Contact Center APIs Consulting Consulting 55

Cisco - Contact Center

JUNE 8, 2023

Cisco and AWS continue to work together tirelessly to help simplify and accelerate our mutual customers’ journeys to the cloud. What does this involve? For one, we’ve built integrations across four br… Read more on Cisco Blogs

Enterprise 98

Enterprise 98

Cyara

AUGUST 19, 2019

In my last blog post , I focused on how Cyara Accelerator helps companies accelerate their migration to Amazon Connect by automatically documenting existing IVR applications, and automatically generating call flows in Amazon Connect.

Call flow 52

Call flow Interactive Voice Response Contact Center Call Center 52

USAN

JUNE 11, 2018

It’s no wonder that “self-service” is one of the first adjectives Amazon uses to describe Amazon Connect. Implementing Amazon Connect is nothing like implementing traditional contact center technology. Amazon Connect features a consistent look and feel throughout the service. Implementation.

Self service 40

Self service Contact Center contact center solutions Chatbots 40

AWS Machine Learning

MARCH 29, 2024

Amazon Lex provides advanced conversational artificial intelligence (AI) capabilities to enable self-service support for your organization’s contact center. With Amazon Lex, you can implement an omnichannel strategy where customers engage via phone, websites, and messaging platforms. This is the second post of a two-part series.

Cloud contact 95

Cloud contact Chatbots Contact Center APIs 95

Aspect

JUNE 19, 2018

Most of us know about Amazon’s acquisition of Ring.com back in February of this year, the second largest acquisition ever made by Amazon, exceeded only by their acquisition of Whole Foods. Time will tell exactly what the visionaries at Amazon are thinking. You can read the entire Ring case study here.

Management 54

Management Wireless Customer Service Personalization 54

USAN

MAY 15, 2019

USAN announced today that it has achieved the Amazon Web Services (AWS) Service Delivery Partner designation for Amazon Connect, recognizing that USAN improves customer experience and outcomes by identifying customer pain-points and designing a solution based on Amazon Connect and other AWS services. About USAN.

contact center solutions 40

contact center solutions Interactive Voice Response Contact Center Chatbots 40

Upstream Works

SEPTEMBER 8, 2023

Upstream Works is excited to introduce you to our newest product offering – Upstream Works for Amazon Connect. We enhance Amazon Connect with a unified desktop, digital channel flexibility, seamless integrations and management simplicity The post What Does It Mean to Be Enterprise Ready for Today’s CX?

Enterprise 155

Enterprise Management 155

Bright Pattern

JULY 20, 2017

March of this year, at Enterprise Connect, Amazon launched Amazon Connect and entered into the Customer Interaction Management and Contact Center Industry.

Contact Center 54

Contact Center Enterprise Marketing Management 54

pindrop

APRIL 30, 2018

Now, Amazon Web Services is offering a disruptive solution, Amazon Connect, a cloud-based contact center service based on the same contact center solution used at over 50 internal Amazon businesses by as many as 70,000+ simultaneous agents on a daily basis. For more information, contact us.

contact center solutions 49

contact center solutions Enterprise call center solutions Contact Center 49

Upstream Works

SEPTEMBER 14, 2023

Upstream Works is excited to introduce you to our newest product offering – Upstream Works for Amazon Connect. We enhance Amazon Connect with a unified desktop, digital channel flexibility, seamless integrations and management simplicity The post AI for Cost Savings?

Management 148

Management 148

Calabrio

MAY 15, 2019

In order to help accelerate this cloud transformation, Calabrio and VoiceFoundry, a leading AWS Advanced Consulting Partner, are joining forces with Amazon Connect to host an Amazon Connect Bootcamp in Amsterdam on 22 and 23 May. Here’s your chance to experience both Amazon Connect and Calabrio ONE in action!

Cloud contact 40

Cloud contact Consulting Consulting Analytics 40

AWS Machine Learning

MARCH 25, 2024

Amazon Transcribe is an AWS service that allows customers to convert speech to text in either batch or streaming mode. Amazon Transcribe can be used for transcription of customer care calls, multiparty conference calls, and voicemail messages, as well as subtitle generation for recorded and live videos, to name just a few examples.

Best practices 83

Best practices APIs Transportation Personalization 83

AWS Machine Learning

APRIL 24, 2024

The Amazon EU Design and Construction (Amazon D&C) team is the engineering team designing and constructing Amazon warehouses. The Amazon D&C team implemented the solution in a pilot for Amazon engineers and collected user feedback.

Engineering 100

Engineering Feedback Construction Analytics 100

AWS Machine Learning

OCTOBER 30, 2023

Amazon Bedrock is a fully managed service provided by AWS that offers developers access to foundation models (FMs) and the tools to customize them for specific applications. Customers are building innovative generative AI applications using Amazon Bedrock APIs using their own proprietary data.

APIs 127

APIs Big data Accountability Enterprise 127

Upstream Works

JUNE 15, 2023

Upstream Works is excited to introduce you to our newest product offering – Upstream Works for Amazon Connect. We enhance Amazon Connect with a unified desktop, digital channel flexibility, seamless integrations and management simplicity The post Become Enterprise-Ready with AI appeared first on Upstream Works.

Enterprise 143

Enterprise Management 143