Amazon has made creating a chatbot easy. Amazon Lex is intuitive and quick to get going and there are some excellent blogs and white papers out there to teach you how to get started. These will only be appropriate for very simple ideas and basic conversation with your customers.
In this post, we take a look at how you can expand on the built-in reporting within Amazon Connect and use the wider AWS Ecosystem to bring real-time connect data into your existing Kibana dashboards. Amazon Connect provides out-of-the-box metrics and reporting that can generate real-time and historical metric reports to monitor efficiency and utilisation, agent performance, and other information about your contact centre. Sometimes more advanced reporting needs to be designed and implemented in order to meet specific requirements.
I’ve spent much of the last twenty years working with traditional contact centre technologies, and seen the industry move from basic call centres to omni-channel customer experience platforms. So when we launched VoiceFoundry, I thought I had a good handle on the features and benefits of Amazon Connect and Amazon’s Customer Experience (CX) ecosystem. I’m continually learning in this space and the more I discover, the more I’m impressed.
VoiceFoundry & Amazon partner with Vision Australia to enhance both staff and customer experience for the vision impaired and blind
Sydney, Australia – 29 October 2018 – VoiceFoundry, a principal provider of cloud-based contact centre solutions with a unique focus on customer experience and automation in Asia Pacific, North America and the United Kingdom recently announced the launch of an Amazon Connect Accessible Agent Desktop for vision impaired contact centre agents at Vision Australia.
VoiceFoundry, leading consulting services partner for Amazon Connect, expanding into the United Kingdom
Nottingham, United Kingdom – 24 October 2018 – VoiceFoundry, a principal provider of enterprise cloud-based contact centre solutions with a unique focus on customer experience and automation in North America, Australia and New Zealand, today announced that it is expanding consulting services for Amazon Connect to the United Kingdom.
In response to the deadly natural disasters the summer of 2017, the Red Cross was in urgent need of expanding their call centre to receive and respond to thousands of desperate individuals and agencies – and they needed a resolution quickly. Amazon Connect was able to serve as the flexible and scalable solution immediately and the AWS and VoiceFoundry team sent up a new call centre with phone lines, call routing rules and trained agents within 48 hours.
Coming back from a business trip this week, I realised it had been more than a year since our partnership with Amazon and the Connect team started. It’s incredible how much has transpired in a year and absolutely stunning the amount of welcome and reception that the platform has received from the marketplace. At launch, I thought early adopters would primarily be comprised of aggressive SMB organisations eager to adapt and adopt the latest new toys in the industry. Consider myself stunned that more than ever anticipated, early adopters have been largely comprised of big time Enterprise. And by that, we’re talking the biggest of the bigs – top 5 banks, top 5 insurers, top 5 financial service companies, top 5 retailers…..it’s truly been stunning.
User experience is something that you don’t normally hear about until something goes wrong. But what is it really and why does it matter?
For starters, user experience, UX for short, is how a person feels when interacting with a digital product. UX has many factors, including usability, accessibility, performance, design/look, utility, ergonomics, overall human interaction, and marketing. But while they might sound similar, UX is not the same as usability. UX is the experience and the connection a user feels when on a site. Usability is more along the lines of how effective the site and scope of design is.