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Contact Center

Amazon Connect: What’s DIY and What’s Not

It’s no wonder that “self-service” is one of the first adjectives Amazon uses to describe Amazon Connect. Self-service is quite possibly the most notable difference between the cloud-based contact center service and traditional contact center technology.  But self-service doesn’t necessarily mean you should do it all yourself. Let’s look at areas where it behooves you...

5 Things That Are Different About the AWS Public Cloud

When Amazon released its cloud-based contact center service, it was met with skepticism. In a feature-by-feature comparison with any of the existing leaders, Amazon Connect usually came up short. That was a little over a year ago, and much has changed and continues to change when it comes to feature functionality, but we’ll get to...

The Hybrid Customer Contact Center

In the last post, I talked about the Big Buckets. One bucket holds transactional (self-service) events. One contains interactional (live-agent) events. And the third is home to the hybrids: events that are both transactional and interactional. That third bucket—let’s call it the blended bucket—could soon be the biggest bucket as more and more companies adopt...

Omnichannel: Balancing Cost and Control

Two of the most critical issues companies deal with when deciding on the right omnichannel solution are what it costs and how it’s controlled. The cost of installing and maintaining a sophisticated omnichannel operation is as low as it’s ever been, for three reasons: The cost of all the pieces of compute-network-store infrastructure becomes cheaper...

Omnichannel KPIs - A New Focus

As contact centers evolve into omnichannel centers, they’ll need to establish and track new KPIs that accurately measure value and success. That means taking new approaches and establishing new metrics that map to omnichannel strategies and goals. Here are a few examples of each. New Approaches Qualitative as Well as Quantitative We’ve been primarily focused...

Omnichannel in Action

The other day my errands turned into one omnichannel adventure after another. My experience offers three examples of how companies in three different industries improved my customer experience with their omnichannel solutions. Pick Up Prescriptions My first stop was my pharmacy. The pharmacy sent me a text telling me that a prescription had been automatically...

Omnichannel Villains

There is a widely believed superstition that an omnichannel investment is expensive, complex and disruptive. Central to this myth are twin villains: the first is Rip and the second, Replace. Their shared mission: drive up omnichannel costs to the point where it’s an unjustifiable investment, with slow payback and weak ROI. Rip and Replace is...