Contact center

Amazon Connect thrives at five - A case for the omnichannel CCaaS offering

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Amazon Connect thrives at five: A case for the omnichannel CCaaS offering 2 © 2022 Omdia. All rights reserved. Unauthorized reproduction prohibited. such as Salesforce, ServiceNow, and Zendesk. Additionally, to provide agent assistance, Wisdom can use Contact Lens real-time analytics to detect customer issues, find related content in the connected repositories, and provide recommendations to help agents resolve the issue. In addition to these main components, the company has been investing heavily in machine learning, enabling Amazon Connect to offer some advanced capabilities, such as the following: • Intelligent conversational chatbots and IVR experiences with Amazon Lex and Polly • Real-time caller authentication that uses machine learning to verify customer identity with Amazon Connect Voice ID • Automation of identity resolution with Amazon Connect Customer Profiles • Real-time agent assistance that enables agents to quickly access the information they need to solve issues in real time, using Amazon Connect Wisdom • Real-time speech analytics to analyze the sentiment of agent/customer calls with Contact Lens for Amazon Connect • Omnichannel enablement through voice chat and messaging. In addition to these features, clients can integrate with third-party applications using Amazon Connect's open platform. Some considerations Before investing in Amazon Connect, though, there are a few considerations contact center leaders must contemplate. First, any vendor that offers pay-as-you-go pricing for inbound and outbound voice and messaging presents this as a benefit to enterprise customers, suggesting that it is a more flexible and efficient pricing model than a flat fee. It sounds fair to only pay for what you use. However, because contact centers experience daily, monthly, or occasional large and sometimes unplanned call spikes, the costs for this model can be unpredictable. This doesn't mean organizations should avoid this payment model, simply that they should plan based on historical interaction volumes and leave some wriggle room for surprises. Amazon is also previewing what it's calling a "high-volume outbound communication" capability. When the offering is generally available, it will enable organizations to utilize a predictive dialer that can reach millions of customers per day by automating these outbound calls and using artificial intelligence to notify agents when there is a real voice on the other end. While some organizations abuse this type of capability by inundating recipients with "spray-and-pray" telephone marketing campaigns, there are some more customer-friendly use cases. For example, large healthcare networks can send appointment confirmations via text and email and automatically follow up with a call to patients who don't respond. Additionally, airlines could use this capability to reach a lot of customers suddenly affected by flight schedule changes. Conclusion Amazon's technology strengths lie in its fresh perspective, simple approach, and open and cloud-native architecture. Because of these capabilities, Amazon Connect enables organizations to think differently about contact center technologies. No longer should organizations be saddled by big, complicated contact

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