Change is hard, we get it. Remember when research used to be done by scouring through a set of brown and gold encyclopedias that you’d have to hope were still relevant? Who even has the shelf space for something like that anymore? While I miss the feel and the smell of those old pages, hopping online to find information is not only quicker and easier, but truly up to date almost to the millisecond. The same goes for contact centres. Where they were 20 years ago is not where they are now and if you haven’t already migrated to the cloud, you’re about to become as obsolete as those leather-bound-data-books. Nobody wanted to take a leap into the online world and now we can’t live without it. And while migrating your existing contact centre to the cloud can be challenging, Amazon Connect makes it easier.
Earlier this year Amazon introduced three new services and they’re actually pretty cool. Would you expect anything less from the orange giant? The services will help customers develop applications hosted on AWS that recognise images, add text-to-speech and implement technology from Amazon’s Alexa.
Amazon Rekognition is a service that recognises actual images. It can detect objects, scenes, and faces in images by going through a batch of millions of images or in real-time. Even more fascinating – it can detect smiles or frowns. Applications can be built to search and compare faces.
“It can pick out an image you ask for, of a woman, a car, a steering wheel and from that can search for images of women driving a car,” said AWS chief executive Andy Jassy about the new service.
As you know, Amazon is taking over the world. Okay maybe that’s an exaggeration but it sure does seem like it! Every day I wake up to what seems like yet another announcement that Amazon has entered a new sector and of course, within seconds, they are already dominating it. I am a proud supporter. Amazon has made its way into my everyday life on multiple levels. Their goal is to simplify and make life easier, something everyone should be about given the complexity of today’s world.
We are going to follow their lead and simplify something we do best here at Voice Foundry – help you design and deploy Amazon Cloud-based solutions to drive your business. I mean you probably wouldn’t purchase something if it didn’t come with prime two-day shipping so why use something else when it comes to your business?
With today’s ever competing, transparent marketplace, it’s easier than ever for consumers to shop around with the touch of a button to find not only the best deal, but also the best company to do business with. Reviews, both good and bad, are readily available from a mass of one click links. So how do you set yourself apart from the competition in today’s era of millennials and ensure you’re retaining these youthful customers whose buying power will soon exceed that of the Boomers? Perfect the art of providing Millennials great customer service.
Customer service is essential to the overall customer experience that millennials have come to not only expect, but demand, from any company they do business with. This experience is tested when they need to ask for help or assistance – or simply have a question to be answered. In past times calling customer service often meant providing the same information multiple times, listening to the same music on hold, and spending more time than anticipated to resolve an issue. Waiting for an available agent after steering through a set of menus means you’re waiting on hold no matter how simple or complex your issue is. On top of that, even after you’re connected, your information most times doesn’t follow your call which means you’re wasting time yet again giving agent after agent the run down. It’s easy to see why many customers end up frustrated by the experience even if their issue is successfully resolved.
VoiceFoundry CTI Connector now available from the Freskdesk Marketplace
VoiceFoundry is passionate about partnering to create applications that drive the customer experience. We are proud to announce the availability of a VoiceFoundry CTI Connector with the Freshdesk Marketplace help desk ticketing solution that is based on the AWS Connect platform.
This radical CTI Connector forges the way for companies to quickly and cost-efficiently integrate AWS Connect with Freshdesk, giving contact centre agents access to information they need to provide an exceptional experience for every call. Freshdesk customers and prospects can now leverage this advanced integration alongside AWS Connect in order to deliver a world class experience to their customers.
How do you put the humanity back into customer interaction? Over the last few years we have spent so much time and money implementing these great self-service, automated, no-agent needed solutions that we have missed the mark on what customers consider great customer service.
Companies now advertise that a live person will answer their call, no matter what – not some poorly executed automated attendant. What made perfect sense to the business to help route customers more quickly, get them to the person with the right skills every time, and reduce agent time spent on the phone, has simply put customers off. We all know that it is expensive to have a live person answer the phone for a large contact centre, so what are the alternatives if your objective is to provide a personal touch that extends the feeling of human interaction yet saves on the cost to serve?