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What It Is

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.

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What It Does

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.

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How It Helps

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.

Features

  • Email routing based on agent skill for quick issue resolution
  • Customer data can be used to initiate personalized email responses
  • Respond to emails from traditional email clients or from web and mobile “contact us” forms
  • Emails can be blended with other interaction types for optimized agent workloads
  • Analyze email sentiment, root cause, agent performance and more using Contact Suite’s Enhanced Contact Trace Records.
  • Disposition every agent interaction on an email thread, including automatically marking items for future follow-up, if desired.

Benefits

  • Reduce email response time with skills routing profiles and context-aware workflows
  • Improve agent efficiency by blending interaction types within a single desktop interface
  • Customer data is available as a threaded email conversation, a complete interaction history, or an integrated view from your CRM or other backend systems
  • Improve customer experience, resolve issues, and respond to inquiries in a timely, personalized way

For more information about Email for Amazon Connect

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Amazon Connect Blogs

Amazon Connect, the Deconstructed Contact Center

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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Recent Publications

Product News: USAN Contact Suite and Amazon Connect

The Amazon Connect features released last year provided a striking new set of tools for increased productivity. These include several enhanced self-service capabilities that can be of significant value to companies in light of recent global commerce and employment challenges.   Businesses everywhere have utilized these new features in various ways. For example, some have created an...

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How Amazon Connect Improves Agent Productivity

Want to Improve Agent Productivity? Adopt a Proactive Approach to Customer Service.   Despite the disadvantages, an overwhelming majority of organizations still lean on reactive customer service models, rather than proactive service models. In fact, research from Gartner suggests that a mere 13% of customers receive proactive service.   When customers move from chat sessions or...

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The Do's and Don'ts of How to Use Chatbots for Customer Service

The pace of technological change continues to increase. In 2018, cutting-edge technologies like AI, IoT, and blockchain had a collective market value of $350 billion. By 2025, the value will be $3.2 trillion — nearly a tenfold increase in less than a decade.   These numbers are astounding. They’re also easy to misinterpret. As more companies...

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