Customer experience is a strategic priority, but
businesses generally focus on in-store and digital
channels. Customer service and support is often
missing from the discussion completely. PwC
research found that nearly 80% of American
consumers point to speed, convenience,
knowledgeable help, and friendly service as the
most important elements of a positive customer
experience. This is not only true for in-store and
online experiences, but also key when a customer
contacts customer support. Good customer
service breeds loyalty, but businesses often
struggle with extending this to the contact center
because their legacy infrastructure is slow and
hard to update, hindering innovation.
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for businesses to be able to provide superior
customer experiences. Customer expectations are
high and advancements in customer service are
moving fast to meet those expectations. Clunky,
outdated solutions cannot keep up with business
needs because they take too long to update and
struggle to innovate.
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customer-centric company, and we faced similar
challenges when deciding how we would tackle
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RZQcloud solution, Amazon Connect, that could
help us provide the best possible customer
experience. Today, this same solution helps AWS
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have learned a lot about how to meet changing
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Empower Agents to be Heroes
We know that people reach out to contact centers to
get answers to complex and sometimes urgent
problems. They want answers as fast as possible.
They also expect a company to know who they are
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want to repeat information a company should know
about them, like their name or what product they are
calling about, or wait as an agent digs through
overwhelming amounts of information across their
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are on the front lines, and in order to make them
customer heroes, they need the right information at
the right time in order to provide fast and
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agents so they can focus on customers, not
technology. When agents are assisted in
understanding the issue and discovering the answer,
Contact Center
in the Cloud
Reinventing the Contact Center
How cloud contact centers are helping more organizations
improve customer experience.
By Peter Hill, VP of AWS Business Applications
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