Category: Blog

What would you do if your contact centre could easily query your customer data? I’ve written before about the power of using AWS Lambda to access customer data. It’s one of a number of cloud services that make up Amazon’s Cognitive CX suite. For me Cognitive CX it is about being able to easily access customer and operational data and use it to […]

Read More…

In a bid to extend the self-service functionality of Amazon Connect, Quick Starts offers integrations with popular services and solutions from AWS partners. One of these is our very own ServiceNow connector. […]

Read More…

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 […]

Read More…

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 […]

Read More…

Amazon has made creating a chatbot easy. Amazon Lex is intuitive and quick to get going and there are some excellent blogs and whitepapers out there to teach you how to get started. These will only be appropriate for very simple ideas and basic conversations with your customers.   […]

Read More…

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, […]

Read More…