ShepHyken

JANUARY 4, 2023

Our customer service research (sponsored by Amazon) found that year over year, customers’ expectations of these basics increased. Customer Support Over the Phone Is Not Dead – The phone is still the most popular way for customers to contact a company with questions or problems. population, prefer the phone any other channel.

Customer Experience 342

Customer Experience Customer Service B2C Self service 342

AWS Machine Learning

AUGUST 30, 2023

Powered by Amazon Lex , the QnABot on AWS solution is an open-source, multi-channel, multi-language conversational chatbot. When you deploy QnABot, you can choose to automatically deploy a state-of-the-art open-source LLM model ( Falcon-40B-instruct ) on an Amazon SageMaker endpoint. We also discuss some relevant use cases.

Self service 106

Self service APIs Transportation Contact Center 106

Connect

JANUARY 22, 2024

Download the 2024 contact centre buyer’s guide by Genesys for insight on how Artificial Intelligence (AI) is reshaping businesses, providing growth opportunities and prompting crucial decisions about contact centre deployment strategies. Download the 2024 contact centre buyer’s guide : Download IAbout ‘ Connect.

Cloud contact 94

Cloud contact Contact Center Marketing Customer Experience 94

Upstream Works

MAY 4, 2021

What do customers want when they interact with your contact center? They want to have options in how they choose to contact you with seamless escalations to personalized service. Customers want resolutions on the first contact. Give your customers all that and more with Upstream Works for Amazon.

Enterprise 78

Enterprise Contact Center Technology Personalization 78

Upstream Works

SEPTEMBER 28, 2023

Upstream Works is excited to introduce you to our newest product offering – Upstream Works for Amazon Connect.

Contact Center 88

Contact Center Management 88

Upstream Works

JULY 25, 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 3 Ways AI Enhances Contact Center Reporting appeared first on Upstream Works.

Contact Center 78

Contact Center Management Call Center 78

Upstream Works

NOVEMBER 14, 2023

Upstream Works is excited to introduce you to our newest product offering – Upstream Works for Amazon Connect.

Contact Center 78

Contact Center Management 78

ShepHyken

APRIL 8, 2022

This week, we feature an article by Nikhil Pereira is a Contact Center expert with 20 years of end-to-end contact center expertise. He has experience across the Contact Center spanning Hiring, Training, Quality, Workforce Management, and Performance Management. Product discovery experience .

Customer Experience 189

Customer Experience Contact Center Contact center software Personalization 189

AWS Machine Learning

APRIL 18, 2024

In this post, we show you how to use LMA with Amazon Transcribe , Amazon Bedrock , and Knowledge Bases for Amazon Bedrock. In this post, we show you how to use LMA with Amazon Transcribe , Amazon Bedrock , and Knowledge Bases for Amazon Bedrock. See CHANGELOG for latest features and fixes.

APIs 112

APIs Accountability Analytics Entertainment 112

Beyond Philosophy

NOVEMBER 4, 2018

Amazon changed shopping for me. My wife Lorraine complains that every five minutes there is an Amazon delivery on the stoop. Some people may love calling the call center. Amazon makes it easy with “1-click ordering.” The Amazon button is a pertinent example of simplicity, too. I didn’t like shopping for years.

Customer Experience 405

Customer Experience Banking Transportation Entertainment 405

Upstream Works

APRIL 26, 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 3 Reasons Contact Centers Should Adopt AI Today appeared first on Upstream Works.

Contact Center 78

Contact Center Management Call Center 78

AWS Machine Learning

MARCH 31, 2023

Government departments and businesses operate contact centers to connect with their communities, enabling citizens and customers to call to make appointments, request services, and sometimes just ask a question. per contact, while self-service channels cost about $0.10

Virtual Agent 78

Virtual Agent Self service Transportation Customer Experience 78

Calabrio

APRIL 16, 2020

With the spread of COVID-19, customer service teams are leaving traditional contact centers to work remotely and promote social distancing. Calabrio, Amazon and VoiceFoundry have partnered to provide fast deployment and configuration for remote working needs. Stay connected and responsive to customers.

Contact Center 123

Contact Center Quality management Analytics Technology 123

Upstream Works

JULY 6, 2023

Upstream Works is excited to introduce you to our newest product offering – Upstream Works for Amazon Connect.

contact center solutions 78

contact center solutions Contact Center Management 78

Upstream Works

APRIL 19, 2023

Upstream Works is excited to introduce you to our newest product offering – Upstream Works for Amazon Connect.

Contact Center 78

Contact Center Management Call Center 78

AWS Machine Learning

DECEMBER 1, 2023

That’s why today we are excited to announce the new onboarding experience that makes it effortless for you to set up Amazon SageMaker domains for your organization. You can choose between using AWS Identity Access Management (IAM) or AWS IAM Identity Center authentication and map scoped-down policies to your existing groups or users.

Enterprise 97

Enterprise APIs Accountability Government 97

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. We received overwhelmingly positive feedback last year, so we’re back with another edition – this time even bigger and better! and the United Nations.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

AWS Machine Learning

APRIL 16, 2024

Amazon Lex is a fully managed artificial intelligence (AI) service with advanced natural language models to design, build, test, and deploy conversational interfaces in applications. Managing your Amazon Lex bots using AWS CloudFormation allows you to create templates defining the bot and all the AWS resources it depends on.

Management 89

Management Construction APIs Chatbots 89

Concentrix

MAY 31, 2023

Concentrix Fast Start for Amazon Connect gets your contact center running on Amazon Connect quickly.

Contact Center 62

Contact Center 62

TechSee

SEPTEMBER 15, 2022

The partnership stems from an initiative with an electronics multinational to deploy virtual sales agents on retail locations, instantly connecting customers to representatives via AI-based visual engagement. BOSTON , Sept. BOSTON , Sept. “NeuraFlash is very excited to be partnering with TechSee.

Big data 109

Big data Consulting Consulting Contact Center 109

Fonolo

MAY 23, 2023

Contact center managers know this implicitly. But did you know that hyper-personalization in the contact center is one of the best ways to delight your customers? What is Hyper-Personalization in a Contact Center? Amazon’s recommendation engine is a notable example of hyper-personalization.

Contact Center 106

Contact Center Personalization Analytics Chatbots 106

Beyond Philosophy

DECEMBER 28, 2023

However, the significance here, Mead says, is that organizations like Amazon do have it already; the prediction is that many more organizations will get there over the next couple of years, too. Suppose you are at an airport, the airline cancels your flight, and you sit in a call center queue. Was it for a wedding? A vacation?

Airlines 222

Airlines Self service Call Center Personalization 222

AWS Machine Learning

OCTOBER 25, 2022

This post walks you through a few new features that make it simple to design a conversational flow entirely within Amazon Lex that adheres to best practices for IVR design related to retry prompting. Amazon Lex now lets you set session attributes to control voice and DTMF input modes. Create an Amazon Lex bot. Prerequisites.

Interactive Voice Response 71

Interactive Voice Response Best practices Contact Center Accountability 71

USAN

APRIL 5, 2022

Amazon Connect offers innovation this year with the introduction of a high-volume outbound communication capability. Currently available in public preview, this feature makes reaching out to customers on a large scale more efficient for contact center operations. Outbound Communications for Amazon Connect.

Abandon rate 52

Abandon rate contact center solutions Cloud contact Contact Center 52

Aspect

JANUARY 12, 2018

Amazon is supplementing their USPS deliveries at times of peak demand using drivers contracting directly with Amazon in a program called Amazon Flex. With Amazon Flex, the company uses a mobile app for drivers to post their personal preferred schedules, which can include very short availability windows.

contact center workforce 165

contact center workforce Contact Center At home agents Self service 165

Upstream Works

MAY 27, 2021

Momentum remains strong for cloud contact center solutions, with most deployments still in their early stages. While a solid business case could be made solely for how IT would benefit, there’s a bigger story to tell that considers other stakeholders, both in and out of the contact center.

contact center solutions 78

contact center solutions Cloud contact Contact Center At home agents 78

AWS Machine Learning

DECEMBER 21, 2022

Amazon Kendra is a highly accurate and simple-to-use intelligent search service powered by machine learning (ML). Amazon Kendra offers a suite of data source connectors to simplify the process of ingesting and indexing your content, wherever it resides. Create a Salesforce data source via the Amazon Kendra console. Opportunity*.

Enterprise 77

Enterprise Accountability APIs CRM 77

AWS Machine Learning

NOVEMBER 22, 2023

All of the AWS AI services (for example, Amazon Textract , Amazon Comprehend , or Amazon Comprehend Medical ) used in IDP solutions are fully managed AI services where AWS secures their physical infrastructure, API endpoints, OS, and application code, and handles service resilience and failover within a given region.

APIs 85

APIs Accountability Enterprise Transportation 85

ShepHyken

AUGUST 16, 2021

But don’t make the mistake of thinking that customer service is solely the domain of people in call centers answering complaints and questions. Unfortunately, some companies or brands lose sight and focus too much on the tech and end up losing their human-to-human connection. You can learn more at www.IllBeBackBook.com or Amazon.

Customer Service 229

Customer Service Technology Marketing Contact Center 229

Beyond Philosophy

NOVEMBER 4, 2018

Amazon changed shopping for me. My wife Lorraine complains that every five minutes there is an Amazon delivery on the stoop. Some people may love calling the call center. Amazon makes it easy with “1-click ordering.” The Amazon button is a pertinent example of simplicity, too. I didn’t like shopping for years.

Customer Experience 188

Customer Experience Banking Transportation Entertainment 188

USAN

OCTOBER 5, 2021

Improving the customer experience is critical, but proactive service has another important benefit: It can catapult contact center agent productivity. Following are six ways these solutions bolster proactive service, overcome challenges faced by contact center agents, and increase agent productivity: 1.

Contact Center 52

Contact Center APIs Healthcare Cloud contact 52

CX Global Media

AUGUST 1, 2019

I’ve been amazed at some of the new ways to drive agent performance in contact centers. Common KPIs like First Contact Resolution (FCR) and Average Handle Time (AHT) might be common KPIs but they ways they are being improved upon are very dynamic. Here’s an edited transcript of an interview I had with one solution to watch.

Contact Center 229

Contact Center Coaching Average Handle Time Metrics 229

Zappix

FEBRUARY 6, 2024

The upgraded Zappix Digital Outreach now enables businesses to forge a digital connection with their customers through targeted text messages, emails, and outbound calls. Completed deep integration with Amazon Connect to allow agents to manage all outreach touchpoints (digital and voice) in the Zappix Portal.

Interactive Voice Response 52

Interactive Voice Response Analytics Self service Enterprise 52

Calabrio

AUGUST 7, 2020

Whether long-term partnerships like Cisco or Avaya , or newer collaborations with Amazon Connect , Twilio or UJET , we deliver value to customers by making the connection between their on-prem or cloud contact center to our leading workforce engagement management platform.

Cloud contact 105

Cloud contact Contact Center Management 105

Spearline

NOVEMBER 12, 2020

AWS Marketplace is a digital catalog with thousands of software listings from independent software vendors that make it easy to find, test, buy, and deploy software that runs on Amazon Web Services (AWS). AWS Technology Partners provide hardware, connectivity services, or software solutions which are either hosted on, or integrated with AWS.

Telecommunications 98

Telecommunications Contact Center Enterprise Technology 98

AWS Machine Learning

NOVEMBER 8, 2023

AWS, NVIDIA, and other partners build applications and solutions to make healthcare more accessible, affordable, and efficient by accelerating cloud connectivity of enterprise imaging. The MONAI AI models and applications can be hosted on Amazon SageMaker , which is a fully managed service to deploy machine learning (ML) models at scale.

Healthcare 98

Healthcare APIs Enterprise Engineering 98

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