As cloud contact center offers mature, organizations are starting to consolidate to a single CCaaS provider for operations in multiple regions. Application leaders responsible for customer service can use this research to assess the best-fit provider for their geographic and functional requirements. Strategic Planning Assumption By 2024, contact center as a service (CCaaS) solutions that […]
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Amazon Connect is an easy to use omnichannel cloud Contact Center as a Service (CCaaS) offered by Amazon Web Services. With Connect, you can deploy a basic contact center in minutes, powering agents who are located anywhere, and start engaging with customers immediately. Out of the box with Connect, you can create personalized multi-channel experiences […]
The adoption of Cloud Computing has quickly become a key driving force for businesses today, as applications are moved out of on-premise data center in a bid to innovate, cut costs and increase agility. Infrastructure-as-a-service (IaaS) is a model where a third-party provider hosts and maintains core infrastructure, including hardware, software, servers and storage on […]
In today’s world of technology-driven customer experience, consumers almost universally expect the companies they do business with to offer service in a wide variety of fashions, and across a multitude of channels. But simply offering up requisite customer service for a product doesn’t go nearly far enough these days. With technology, businesses have the ability […]
Monitor your virtual workspaces. If you could hit the rewind button to one year ago, the world would look a lot different. Since the COVID-19 pandemic, businesses have had to find and adjust to a new norm. Masks, social distancing, and virtual offices have become commonplace. As a result, most organizations have had to move […]
Keeping up with all of the new features that are constantly being released within the AWS ecosystem is next to impossible. However, keeping up with all of the Amazon announcements that affect just Amazon Connect is much more doable. That’s why we’ve rounded up the most important updates from Connect in the last couple months […]
How can companies enhance their business intelligence with AWS? Business Intelligence (BI) is defined as the strategies and technologies used by enterprises for the data analysis of business information. For most, if not every enterprise organization, BI has become a technical necessity. The power of analyzing data to provide actionable information for executives, managers, and […]
Amazon Connect, a Contact Center as a Service (CCaaS) platform offered by AWS has generated plenty of buzz since its launch in 2017. Initially viewed by many in the industry as an intriguing experiment, Connect has suddenly found itself in the spotlight amidst the worst global pandemic in over a century. The surprising finding which […]
If you’ve been paying attention to the hype these past few years you’ve certainly noticed that everything is about artificial intelligence, automation and bots nowadays. These terms all sound advanced and futuristic, but what do they all really mean? Can a company really deflect 50% of their inbound calls by just deploying bots? Is it […]
Keeping up with all of the new features that are constantly being released within the AWS ecosystem is next to impossible. However, keeping up with all of the Amazon announcements that affect just Amazon Connect is much more doable. That’s why we’ve rounded up the latest from Connect in the month of July 2020 and […]