Category: Blog

There are a lot of good reasons to consider modernizing your contact center: modernization can help you improve customer experience, increase productivity, and weather unforeseen changes down the road. While it’s an important strategy in general, there are several reasons why modernization is important right now. There are many trends impacting organizations’ current contact center […]

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You are moving your existing contact center to Amazon Connect. You have read that it is best to forward your current numbers to a new number claimed in Connect for your initial go-live before porting the numbers. That way, if there is a problem with your migration, you can roll back cleanly by pointing the […]

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Cloud computing companies, such as AWS, are continuously adding innovative machine learning (ML) products to their platforms. These tools can make it easy to utilize state-of-the-art machine learning models without having to develop them yourself. By utilizing Contact Lens for Amazon Connect, you gain access to Amazon Transcribe and Amazon Comprehend under the covers. Contact […]

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If you’ve ever worked in food service or retail, you’ve probably been told “the customer is always right” at some point.  To provide excellent customer service, you had to make the customers leave happy even if it meant catering to bizarre behaviors and requests.  Although this advice is a great foundation for a customer service […]

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