Whenever I write one of these blogs it always requires reflection on how long I’ve been in the contact centre industry and what has changed. When it comes to the commercial side I’ve seen a few different models over the past 20 years. One thing I do know is that the days of multi-million dollar CAPEX purchases are a thing of the past. A genuine Contact Centre as-a-Service has finally arrived in the form of Amazon Connect.
VoiceFoundry Mentors RMIT Students to Win Computer Science Award Employing Lex Chatbots & Amazon Connect
It’s no secret that universities have a constant battle keeping their curriculums up-to-date with the fast-paced development of artificial intelligence (AI) and automation. Royal Melbourne Institute of Technology (RMIT) is disrupting this institutional norm by preparing their students for working life through company mentorship programs. Companies such as VoiceFoundry, who develop innovative Contact Centre technologies for enterprise, are working with students in Computer Science degrees to develop innovative and real-world business solutions. More businesses are looking for novel ways to engage their customers and deliver better service. Graduates entering the workforce who can demonstrate technology skills in Automation and AI are undoubtedly valued. VoiceFoundry are proud to be a part of the development of these skills.
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.
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.
August 25, 2017, Hurricane Harvey plummeted the coast of Texas pouring down almost 52 inches of rain on the Houston area and causing more than $180 billion worth of damages. The American Red Cross, doing exactly what they are known and relied upon to do, quickly deployed hundreds of volunteers providing food and shelter to thousands of displaced Texans.
As the days progressed, the damage multiplied. And soon the amount of available assistance wasn’t able to keep up with the increasing demand. Because the Red Cross is a life line for so many helpless individuals, they had to quickly figure out a solution.
VoiceFoundry North America happily assisted the American Red Cross and Amazon Web Services during the disastrous Hurricane Harvey. Because of the scale of the damage and the limited amount of available assistance, The Red Cross, as large an organisation as they are, had to call in for back up. They engaged us, VoiceFoundry, to implement Amazon Connect and provide a self-service, cloud based contact centre. Within 48 hours, the new call centre was up and running, and heroes were being connected to people in need from three hurricanes that had developed by that time. Continue reading about how The Red Cross, AWS, and VoiceFoundry all played a vital role in this execution.
Christmas is so close you can probably taste the peppermint candy canes filling your stockings. But how many of you are actually ready – as in finished – with all of your holiday shopping? The thought of heading anywhere close to the mall right now makes many of us shudder in fear. The people, the lines, the traffic! But if you’re like millions of people, you already know that shopping online is the only way to go. The number of online shoppers increases with each passing year as technology gives us more and more with just the swipe of a screen. But as additional people rely on the ease and selectiveness of online retailers, some companies may struggle to meet demand with their physical data centres.