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 […]
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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 […]
In 2020 Amazon Web Services commissioned Forrester Research to conduct a Total Economic Impact (TEI) study of Amazon Connect and examine the potential return on investment (ROI) enterprises may realize by deploying Amazon Connect in their contact centers. Through a series of customer interviews and data aggregation, Forrester concluded that the three-year financial impact of […]
Often times in the world of customer experience we see organizations implement technologies and processes to merely survive the current operational state. The problem with this strategy is that managers and directors have very little time left over to plan for innovation. Conversations in planning meetings often include phrases like “if only we had bots, […]
If you don’t look at your contact center issues as an entire solution, you’ll just end up solving one issue and never get to the root of the problem. Yes, that one solution may help you at that time but other problems will surface and you’ll never get ahead. You need to evaluate each phase of your operation and look at where problems are surfacing and dive deep into those areas.
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 June 2020 and […]
Contact centers have been an important fixture in global business since the 1960’s and continue to impact how companies engage with their customers today. My first experience with contact centers was in the early 2000’s with a business process outsourcing company in Sandy, Utah called Affiliated Computer Services. ACS was like all other call centers […]
The concept of business continuity is defined as an organization’s ability to ensure operations and core business functions are not severely impacted by a disaster or unplanned incident that take critical systems offline. Conversely, Disaster Recovery is the process of getting all important IT infrastructure and operations up and running following an outage. To be […]
Let’s talk about SalesForce Service Cloud Voice for a second Full Disclosure: As of the publishing of this blog, I have not yet actually experienced a live hands-on demo with this product. What has been painfully true for Amazon Connect followers since the CCaaS platform was launched in March 2017 is the fact that a […]
As we settle into a post-COVID era of remote work and increased online communications, many companies are exploring ways to keep their business running smoothly and efficiently. Because most non-essential workplaces have sent their employees home in accordance with social distancing guidelines, traditional legacy call centers are no longer a viable option. But how can […]