All lo that you must know about Amazon Connect

Since its inception, customer satisfaction has been the driving force behind Amazon Web Services development and improvement, and contact with its users has been one of the fundamental elements of interaction and improvement. Generating a tool that met the standards of security, flexibility, reliability and the best user experience resulted in Amazon Connect, the contact center in the AWS cloud. Let's review the main functional aspects and benefits of the tool.

For this reason, we have prepared a webinar in which we highlight the Connect features for its application in Public Administration. We will answer the main questions about the service and how Promote and optimize better citizen service.

What is Amazon Connect?

Connect is the AWS cloud contact center service, which makes it easy to design contact flows, manage service agents, and comprehensively track performance metrics. At a lower cost and with higher quality customer service.

It is an omnichannel service created to simplify the multiple needs of contact centers, through effective and efficient interaction. Service agents interact through a contact control panel, or CCP, using an intelligent tool that facilitates and optimizes the experience.

What are the main features and benefits of the tool?

All opportunities, all services through a multifunctional tool, adaptable to the most varied business requirements. Its functions include:

• Easy Creating a customer contact flow powered by Contact Flow Engine. It works by directly linking customer history to supporting core information and other functions, such as AWS Lambda, to access purchase history.
• Competency-based call routing, taking into account the availability of the agents on duty and automating the workflow. The objective is to resolve incidents or queries in the shortest possible time.
• Create natural chatbots experiences, with very high-quality audio, leveraging the use of AI, through Amazon Lex. These automated and personalized interactions improve response time and quality of service. In addition, by using the facilities of automatic speech recognition (ASR, Automatic Speech Recognition) and natural language compression (NLU, Natural Language Understanding) it facilitates the transcription of voice to text, translations between languages ​​in real time and call recording.
• Connect has a Outbound Contacts API that makes it easy to schedule outbound calls for payment reminders, event notifications or generating calls from other applications using the pre-established contact flows.
• It includes Integration with various systems associated with the production process of companies, communication with customers, accounting, etc.

Benefits of a cloud contact center

As an exclusive service of the AWS cloud, in addition to taking advantage of all its operational advantages, it offers the following benefits:

1. Easy to install, configure and manage from the AWS console, using the facilities of the Contact Flow Editor to generate contact flows with just drag and drop. In addition, its interface is graphical and very intuitive.

2. The contact center in the cloud grows with the company since it is scalable, adapting to the demand of business cycles.

3. It is a pay-per-use service, according to the specified rate, making it very economical. You do not need to sign a contract, pay a license to get started, or cover minimum fees.

4. Connect is located Available almost everywhere in the world through AWS Availability Zones, designed to be error tolerant and highly stable.

5. Improve customer interaction through AI experience. Using Powered Speech Analytics you can learn customer feedback in real time.

6. It is a omnichannel service, capable of moving through different digital communication channels, such as chat, SMS, email and telephone.

7. Connect is intuitive since it offers analysis and monitoring tools. Being integrated with services of BI and Machine Learning We will be able to monitor historical customer data, sentiment in responses and integrate it with third-party services. 

The truth is that it is a platform that reinvents itself day after day to provide new fields of application and experience for users. Stay tuned to our publications to learn more about AWS and third-party services that you can integrate with Amazon Connect.

Improve citizen service with Amazon Connect

By integrating a modality of self service, Connect can help the local, regional and state entities to have a smart tool at a lower cost. To show you the effectiveness of this solution, ouro Connect expert, Lluis Grau, will explain to us the Benefits of integrating it into your citizen contact environments. In addition to seeing in detail its main functionalities, such as the chatbot o integration with WhatsApp for better resolution of incidents/queries.

We will also show you how the activation of Contact Lens can help improve the productivity of your contact center. Finally, at apser, we have developed a package of basic functionalities that will help you accelerate the implementation of this contact center solution in your organization and that we will also explain to you.

Don't miss the agenda:

• Introduction to Amazon Connect
• Amazon Connect Chatbot Demo
• Integrating WhatsApp with Amazon Connect
• Contact Lens for Amazon Connect
• Amazon Connect Basics by apser

Date

Wednesday, March 1, 2023 from 10:00 to 10:45 CET (EVENT HELD CONTACT US TO WATCH WEBINAR)

And if you want to start benefiting from this service, Don't forget to contact usAs AWS partners, we have the necessary expertise to deploy Amazon Connect, according to the needs of your project.