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Amazon Connect

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Enterprise Connect, For Real

Recently, I attended Enterprise Connect, the most focused show for Contact Center and Unified Communication.

I’ve been participating in the evolution of the Contact Center, Unified Communication and IT worlds for 15 years. Years of overexposure to hype cycles, marketectures1, premature technology, and “lipstick on a pig” repackaging have left me numb.

This year, Enterprise Connect felt different. Much of what has been hyped forever has, as they say, “crossed the chasm”.  And, there are serious winds of change in the way IT […]

By | 2019-02-15T21:19:02+00:00 April 11th, 2018|Business, Call Center, Customer Care|Comments Off on Enterprise Connect, For Real

Amazon Connect – Customer Queue Treatment

In this installment, we’ll take a look at Amazon Connect customer queue treatment.  Put another way, we’ll look at what we can do for/to the customer when they are first placed into the queue, and while they’re waiting in queue.

While in queue, the customer experience is governed by the Customer Queue Flow you chose prior to transferring the call to the queue. 

Audio While In Queue

While they’re in the Customer […]

By | 2018-06-01T19:03:00+00:00 November 2nd, 2017|Call Center, Customer Care|Comments Off on Amazon Connect – Customer Queue Treatment

Amazon Connect – IVR Menus

In this post, I’ll cover building the core IVR menus. 

Before I go too far, I’d like to point you to my series on call center queues.  In the first two posts, I cover some of the thinking that I use when designing IVR menus (which, of course go hand in hand with the queues).  This stuff is critical, because your IVR will affect your wait times and/or your staffing levels.  

By | 2018-06-01T19:03:01+00:00 September 12th, 2017|Call Center, Customer Care|Comments Off on Amazon Connect – IVR Menus

Amazon Connect – Dialed Numbers (DIDs)

In this post, we’ll tackle DIDs from our sample call center work list, found here.  Doesn’t sound like a big deal, does it? Read on…

What are DIDs?

DID stands for “Direct Inward Dial”.  For our purposes, consider this to be the number(s) that the customer calls to reach your center.  If you want more background, and crave technical accuracy, see the Wikipedia article.

Within Amazon Connect, the DID is referred to as a “Dialed Number”.

DID I Just Do That?

Amazon Connect supports […]

By | 2018-06-01T19:03:01+00:00 September 5th, 2017|Call Center, Customer Care|Comments Off on Amazon Connect – Dialed Numbers (DIDs)

Amazon Connect – Contact Flows

Time to get busy.  We’ll be starting with Contact Flows, but before we do, I want to make one last comment on initial setup, which I covered in this post.  This post will be on the tech side, so if you’re not IT oriented or you won’t be hands on building the IVR or Queues, see you next time…

Initial Setup Redux

Since initial setup was, well, trivial, I wanted to check what was lost by removing all the flexibility. […]

By | 2018-06-01T19:03:01+00:00 August 25th, 2017|Call Center, Customer Care|Comments Off on Amazon Connect – Contact Flows

Amazon Connect – Building a Sample Call Center

So, our first experience with Amazon Connect went smoother than I ever imagined. Everything is perfect?

Reality Check

Umm, no. Discovered some of the warts when I was doing the screen recording that appeared in the last post. Nothing major, mind you, just the kind of things that belie its newness.

Like, don’t close the agent panel. It will let you.

I had the call arrival notification message disappear on me. Not sure what I did to make that happen. I had to clear […]

By | 2018-06-01T19:03:01+00:00 August 15th, 2017|Call Center, Customer Care|Comments Off on Amazon Connect – Building a Sample Call Center

Amazon Connect – Set Up and First Call

When I last wrote about Amazon Connect (here), I said that, on paper at least, it looked like it could be a practical option for at least some contact centers.

But, on paper is not the same as in practice. So, it’s time to get my hands dirty. Amazon makes this easy by allowing anyone to spin up an Amazon Connect instance to play with at no cost.

I met with my buddy Igal at a coffee […]

By | 2018-06-01T19:03:01+00:00 August 10th, 2017|Call Center, Customer Care|Comments Off on Amazon Connect – Set Up and First Call