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Most contact centers have been optimizing the customer experience for years. They’ve started offering a more robust omnichannel experience, allowing customers to engage with them in myriad ways and enabling agents to provide proactive service efficiently and effectively. One thing still hasn’t been enough of a focus, though: agent engagement. But for contact centers...
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...
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...
USAN announced today that it has achieved the Amazon Web Services (AWS) Service Delivery Partner designation for Amazon Connect, recognizing that USAN improves customer experience and outcomes by identifying customer pain-points and designing a solution based on Amazon Connect and other AWS services. Achieving the Amazon Connect Service Delivery designation differentiates USAN as an AWS...
March 18, 2019 – USAN, a provider of cloud-based customer engagement solutions, today announced the availability of Agent Desktop for Amazon Connect and Dialer for Amazon Connect. These solutions, along with Visual IVR for Amazon Connect, comprise USAN Contact Suite, a set of pre-packaged solutions built by USAN to extend the power of Amazon Connect....
When Amazon released its contact center service, Amazon Connect, it was met with skepticism by some industry insiders because it didn’t have the features other solutions offer. After working with the cloud-based contact center service for a little over a year, we’ve seen firsthand the power of Amazon Connect in its simplicity. It’s not that...
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...
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...
