AWS Connect—Build Reliable Customer Service
Customers are always the backbone of any business. Once your customer base started to love and trust you, then you become the unstoppable! AWS cloud enables you to provide uninterrupted customer service and also let you store and access all modes of contact like calls, mails, messages under one roof.
From electronic car toy companies to Tesla, every company understood the value of customer support services. AWS shares this understanding and has created AWS Connect; an exclusive cloud solution created just for customer assistance.
Here’s how you can use AWS Connect to benefit your business and establish excellent customer service.
What Is AWS Connect?
AWS Connect is a cloud-based support assistant. This easy-to-use omnichannel cloud contact center delivers personalized experiences to customers. It allows customer service representatives to respond to phone calls or inquiries from customers as if contact infrastructure was set up on-premises. AWS achieves this with various tools to support interactions.
Simply put, AWS Connect moves all customer-related calls and chats to the cloud so that customer care agents may assist clients wherever they are at any time and everything is saved there.
Users can combine their accounts with salesforce via AWS Connect, which will function as an open source. Users can create a more customized method of contact and communication thanks to its great integration possibilities. To unlock unique features, one can connect AWS with any other AWS service. Let’s look at them now.
Unified Omnichannel Technology
Businesses can manage queueing or analytics tasks, contact routing across multiple channels, and more easily because businesses can set up a single User Interface (UI). This can be done through a single Contact Control Panel where service calls can be transferred and received.
This interface also allows companies to create workflows, assign tasks, and automate jobs. You can also access real-time and historical analytics from the control panel. And that’s not all; you can also access customer profiles to help your business make informed decisions and grow your brand. AWS Connect also gathers all the customer data in one place, so agents have access to them at all times and tailor services accordingly.
Contact Flow
With AWS Connect, you can record valuable customer data such as inputs from customers, queue transfers, behaviors, etc. This vital information can create unique experiences for your customers.
Automation
AWS Connect uses AI to let the service generate interactions—for instance; automation can get the contact center’s chatbots for interactive voice response. Chatbots can instantly reply to any queries by finding accurate responses to old inquiries. Connect also matches the caller with the right agent through skill-based routing by selecting the agent’s history and skill-set.
You can also program phone calls through an outbound contact API and automate calls for your customers. It also features Voice ID to identify the caller and their contact history through caller authentication.
Chatbots
AWS Connect can set up authentic chatbot experiences through contact flows, routing, analytics, and voice interaction. This way, you can answer the caller’s common questions and handle basic interaction before connecting with an agent. Moreover, all conversations are encrypted.
AWS Services that can be Integrated AWS Connect
AWS itself has enormous features and functionalities, nearly 200+. You can integrate AWS Connect with any of its features to get a fantastic result. Here are some of the important features to consider.
AWS Lambda
Users can link AWS connect and AWS lambda to gain access to additional analytics not available through AWS connect. This indicates that even if it is salesforce based, you can readily identify several details such as customers’ most recent activity, their orders, and many other things.
Amazon S3
In addition to AWS Connect, Amazon S3 provides a storage service. All call recordings, chat transcripts, and conversation logs are automatically saved to Amazon S3. Amazon S3 Glacier is another option for long-term storage.
AWS database
AWS database gives users access to all types of data in the database, which is crucial for customer assistance. Through this, one can look up previous client information for any client.
Amazon Kinesis
Everything that happens during the encounter is documented in the contact records, which are used for both current and historical progress reports. For BI analysis, Amazon Kinesis aids in simplifying the data into an AWS database.
ML/AI
Artificial intelligence and machine learning can be combined with AWS Connect to offer features like interactive voice response, text-to-speech, and speech-to-text.
Amazon SNS
To ensure that customers don’t miss any updates, Amazon’s simple notification service enables users to send and receive SMS with alerts and notifications.
Amazon cloudwatch
Amazon CloudWatch gathers a variety of data, including logs, service reports, performance reports, and more.
Ready to incorporate AWS Connect in your company?
Continuum Innovations can help. As one of the leading cloud service providers in Princeton, we pride ourselves on our state-of-the-art cloud solutions for modern businesses.
AWS connect is the best one to level-up your business. No cross opinions over there! We can how to utilize AWS connect at its best and provide complete AWS connect Managed Service and protect your data with our level best.
But that’s not all; we also provide AWS analytics data services, DevOps Consulting services, Cloud Migration services, and much more.