Category: Blog

Breaking down silos – with a strategic partner – can take CX to the next level. Customers’ expectations are on the rise when it comes to service and support: they want easy, omnichannel options; and quick, seamless resolutions to problems when they arise. Brands are trying to keep up, realizing they need to change their […]

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In the last 8 years I’ve worked on a number of labour intensive and expensive projects to ensure contact centres are Payment Card Industry Data Security Standard (PCI-DSS) compliant. These projects have had professional services and licensing that added up to the hundreds of thousands of dollars just to de-scope the contact centre from PCI-DSS […]

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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 […]

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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. […]

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ServiceNow

Amazon Connect Quick Starts Its been just over a year since Amazon launched the QuickStart offerings for Amazon Connect.  Quick Starts are designed to be seamless and deployed in a few simple steps.  Originally presented with just 5 integrations, today you have 16 to choose from.  Just take a look at what’s offered: Traditionally, integrations […]

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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 […]

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