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Emails are managed from the same unified Contact Suite desktop as other interaction types, giving customers a seamless experience.
Email is an important digital communications channel to add to the omnichannel mix. Agents can respond to emails from traditional email clients or from web and mobile forms. Because email is configured and managed from the same unified interface as the other components of Contact Suite, emails can be blended with other interaction types for optimized agent workloads.
Email for Amazon Connect uses the same sophisticated workflow engine that supports other USAN Contact Suite applications. Contact Suite can monitor any number of email boxes and “contact us” forms. Work is blended and prioritized according to your business’ needs. Emails can even be escalated in priority to make sure your team is complying with response time SLAs.
In many cases, the email customer support function is siloed from other customer service channels and tools. This makes it difficult to gain a holistic view to measure agent activity, issue resolution and overall contact center performance across interaction types. Email for Amazon Connect is accessible from a single unified Contact Suite desktop so agents have the same information and context across interaction types. This reduces email handle time and delivers a more personalized customer experience.
By deconstructing the contact center, Amazon has transformed the traditional technology stack with Amazon Connect’s simplicity. Amazon Connect gives contact center organizations the ability to more easily access and utilize their data, more easily integrate with other systems, and customize their technology stack—the very capabilities that were previously difficult to come by.
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Contact center agents have been under a lot of pressure since the pandemic began. They’ve had to deal with increasingly unruly customers, and most have been asked to adapt to virtual working environments. All of this has led to high rates of agent turnover, and as a result, many organizations are taking action to improve agent engagement and...
