Amazon Connect, cloud contact center hopes to improve efficiency

in a meeting Again: invention last year Amazon Web Services (AWS) Has previewed two new features of its contact center cloud Amazon Connect, Speech Recognition electronic wisdom. These are now generally available and have been added to them by launching new products.

The new one is called Large-capacity external communication As the name suggests, it allows for the initiation and management of a large number of outgoing communications via voice, SMS or email.

Amazon Connect is a Contact center omnichannel basato su cloud Easy to use, can help companies provide efficient customer service at a lower cost.

With just a few clicks, companies can set up and change their contact center, so agents can start providing customer support in a short time.

Amazon connects wisdom It is a function that helps reduce the time for operators to find answers. Today, AWS emphasizes that when representatives need to access information to help customers, they waste time trying to navigate between different isolated data sources: FAQs, files, wiki pages, call logs, knowledge bases, etc.

When using this Amazon Connect feature, representatives simply enter a question or phrase in their desktop application, and then Wisdom searches linked repositories and returns the most relevant information and best answers To deal with customer problems.

Wisdom also uses Real-time call transcript Contact Lens for Amazon Connect from Contact Lens for Amazon Connect can automatically detect customer issues during a call and recommend relevant content stored in the linked repository, without the need for employees to enter questions.

Wisdom connects to the knowledge base through a built-in connector for third-party applications, including Salesforce e ServiceNow. Can also be used Application program interface Wisdom intake.

Amazon Connect Voice IDInstead, it simplifies the authentication process and enables Faster and safer voice interaction. This function uses Machine learning supply Voice-based real-time caller authentication.

Amazon AWS points out that only 30 seconds of voice recording is required to register callers. When the customer calls the same contact center again, Voice ID compares his voice with the previously recorded voice.

This is the verification phase, and only 5 to 10 seconds of voice is needed to verify the customer. The verification phase generates a trust score and a status displayed in the employee’s desktop application.

The contact center administrator can then use this information to Configure different processes according to the verification results.

about Large-capacity external communication, A typical contact center is designed to answer customer calls.However, Amazon AWS emphasizes that more and more use cases will contact center They also send outgoing communications.

For example, calling customers back, informing them of the progress of the case, confirming appointments, renewal or telemarketing, to name a few.

Most of these outgoing communications are telephones. When performing these tasks, the traditional contact center agent will dial the number provided by the customer management system and wait for someone to answer. However, generally speaking, Amazon pointed out that Only 10% of calls reply received. Therefore, the process is very inefficient.

In the Amazon Connect management console, you can instead select high-volume outbound communication, then create a new event and configure it with a series of details.

this Predictive dialer Make more calls than available representatives: Use indicators such as campaign performance, expected collection rates, and the number of available representatives to adjust the number of calls.

When answering a call, this feature will detect whether someone is on the line, not an answering machine, fax line, or other line.Alone Calls answered by humans are sent to employees usable. The Amazon Connect employee application displays the call script specified during setup and related customer information.

this Progressive dialer Instead, it is more conservative: it uses a 1:1 ratio between calls and available employees.

Amazon Connect not only adds high-volume outbound communication capabilities to voice, but also Also used for SMS and email.

Amazon Connect comes with pre-built connectors for importing customer contact lists from external systems, such as Salesforce, Zendesk, Marketo, and Amazon Pinpoint. No need to write code.