Post-migration optimizations
Your work to develop and improve the user experience doesn’t end on the day you go live. Amazon Connect and AWS have tools that provide detailed business insights, from granular reporting to fraud detection and voice biometrics driven by artificial intelligence (AI). This information helps you add new and innovative capabilities, and transform the customer and agent experience in your contact center.
You can use agile delivery methods to deliver new capabilities as sprint iterations after you go live. You can prioritize new capabilities and optimizations, and add them to a sprint backlog.
Examples of innovative capabilities that help deliver significant changes in operations and user experiences include the following:
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Amazon Quick Sight dashboards provide easy-to-use metrics and graphical reports, and enable supervisors to monitor agent utilization to ensure balanced staffing across teams.
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Proactive alerting through email and SMS when defined operational thresholds are breached helps you identify problems before an issue or outage occurs. For example, if queue depth or average handle time (AHT) values rise above a defined limit, proactive alerting enables supervisors to rapidly intervene.
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Contact Lens for Amazon Connect performs sentiment analysis by using AI and speech recognition to transcribe a call. It can generate alerts on profanity or negative sentiments, and enable supervisors and agents to escalate these problems.
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Amazon high-volume outbound dialer
provides a a way to reach millions of customers to communicate news, reminders, and delivery notifications without requiring any third-party tools. This feature automates dialing and includes voice mail detection to connect agents to real customers with minimal effort, without having to look up customer records manually. -
An array of AWS-powered data analytics, AI, and machine learning (ML) tools are available, including Amazon Athena
, Amazon Comprehend , and Amazon SageMaker AI . Apply models to look for trends in interactions that could lead to business insights, such as: -
Fraud detection
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Frequent utterances, to identify what people are calling about, possibly leading to proactive messaging campaigns or contact center team changes
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High-touch customers who call more frequently than others, possibly allowing targeted outreach by an agent to preempt them from calling in
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A successful migration is only the start of the journey to reimagine and transform your contact center. AWS services provide innovative experiences that you can add to your contact center to generate unique customer and agent experiences.
