AI in contact centers promises dramatic improvements, but where does it actually deliver value today? This article cuts through the hype to show European CX leaders five proven use cases—like real-time agent guidance and automated summaries—that work now, plus three common pitfalls to avoid. Discover a pragmatic roadmap with Amazon Connect.
Contact centers that move away from a CRM‑centric setup (Salesforce Service Cloud, Microsoft Dynamics 365) to an Amazon Connect–centric architecture can unlock powerful benefits—but only when they understand the tradeoffs and avoid common migration pitfalls. This article explains why some of these transformations succeed while others stall, and how to decide what’s right for your…
When a technical incident hits, customer issues can spike in minutes and overwhelm your contact center. This article explains how a modern, cloud-based contact center with Amazon Connect and Contact Lens helps you spot patterns early, communicate clearly, and support agents under pressure. By turning real-time insights from conversations into structured playbooks and proactive updates, you can handle outages and disruptions in a way that protects both your customers and your brand.
So…it was about time that we updated this post, which was created when there was no fixed process yet for implementing Voicemail functionalities via Salesforce Service Cloud Voice. In the meantime, there was the Voicemail Express v2 example published – primarily a solution that got proposed from AWS side. More recently Salesforce described a more…
When you already use Salesforce in your organization, 2023 may be a good reason to move your contact center to the cloud. Migrating from an on-premises Contact Center solution to Salesforce Service Cloud Voice with Amazon Connect will bring your more flexibility & better integration, while lowering overall costs for your contact center. 1. Enhanced…
Net Promoter Score is a customer loyalty metric. The objective of NPS is to get a clear and easily interpretable customer satisfaction score. As it’s a standardized approach, it allows to compare results over time or between different industries. NPS often happens via survey emails, or by calling contacts after they were in touch with…
When companies look for a Computer Telephony Integration with Salesforce, one of the first questions is that it must be possible to handle calls via the computer. From a technical point-of-view, this is possible already for a long time. However, different technologies are used to make this happen. Where classic Unified Communication Platforms communicate via…
With the launch of Service Cloud Voice, Salesforce streamlines the user experience when providing support via multiple channels. Service Cloud Voice benefits Answer calls via the Omnichannel widget I believe that being able to answer all channels via one and the same widget is a big advantage. With AppExchange solutions, Phone interactions were handle via…
With most people working remote, it is often difficult to coach remote agents. With Amazon Connect, it is easy to listen into ongoing calls. This allows for coaching support agents to better handle conversations with customers. But an agent may have a question that needs immediate feedback from a business coach or a product expert….
How many staff do you need to handle the planned load in your contact center? When I was thinking about how contact center companies and team make these calculations, I found this article on www.callcentrehelper.com. This article describes the following steps in calculating your staff requirements: How many calls do you handle generally How many…
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