Do you want to know how Amazon Managed Services Connect can facilitate you with its amazing features that can improve your business skills? Read all about it here.
Over the years, Amazon Web Services has attempted to improve its committed users’ experiences with cloud computing, web development, system security, and many other alternatives to enhance their networking experience.
Among many other Amazon Managed Services, Amazon Connect is a reliable offering that can improve your management skills. It is a cloud contact facility with multichannel capabilities.
AWS created Connect managed services to help your company increase its skills while spending the least money.
Introduction to AWS Connect Managed services
It is a cloud-based contact center that provides you with maximum facilities with its call services. You can connect with experts all around the world using Amazon Connect.
Users and professional operators can facilitate consistent voice calling and chatting interaction using AWS Connect managed services.
It provides you with a single set of tools for skill set navigation, real and historical analysis of your problem, and effortless administrative capabilities with compensation charging to solve it.
They provide communication services in over 20 countries, including direct inbound calls and toll-free phone lines.
AWS Connect Managed services have integrated call recording for operator evaluation to track and enhance custom AWS user facilities.
How Amazon Connect Managed Services Work
From the Amazon Connect console using AMS single or multi-account landing zone, AWS users can set up one or more virtual contact center installations in their setup and can connect with experts through voice or chat.
As per your geographical zone, you can create your interferences to instantly connect with experts in your zone to solve your management issues.
Consumers can utilize AWS Lambda functions, Kinesis Streams, and Firehose for data transfer and storage. All of these call Centres are advanced in connection thanks to the machine learning intelligence of AWS, which connects you with agents.
AWS users’ call recordings, reports, and chat transcripts are encrypted and kept in an Amazon S3 bucket using the AWS KMS key. Contact flow logs are password-protected and secured in Cloud Watch log groups.
Significant features of AWS Connect Managed Services
Voice over Internet Protocol service:
AWS Connect managed services facilitate its user with internet telephony where users can connect various agents using Amazon machine-based call center. They can create their accounts through the Amazon Connect console and solve their issue.
Their communication is secured and replicated in the Amazon S3 bucket, which users can access for better understanding and monitoring of their or their organization’s activity.
More than 200 outbound communication locations are available in the AWS region in 20+ countries. They can use direct inbound calls and toll-free phone lines with multi-service providers available on AWS Connect managed services.
Using AWS Connect managed services, you can provide this facility to your business or app users utilizing AWS agents.
Supreme Audible Experience:
The Amazon Connect softphone is the major feature of AWS Connect managed services, which use the internet and PC to connect you or your customers with agents for a high-quality calling experience.
It delivers a frequency of up to 16 kHz audio, due to which the call is audible in real-time and recorded as well. This feature saves your app user time and energy, and issues are resolved in less time with greater efficiency.
Diagnostic dialing and replying machine recognition:
Dialing your saved agents for a particular issue you already discussed is a fantastic feature.
Powered by machine intelligence, it will queue your call with saved agents in your directory, saving you time and giving you an efficient solution.
You can set two dial modes, progressive and predictive. Users using progressive dial mode can connect only agents when they want.
Users using predictive dial mode can automatically be associated with available and save agents as soon they are available.
All of your users can similarly facilitate a better calling experience and facility.
Website and mobile-based chat support:
AWS Connect managed services allow consumers to engage directly with agents online, frequently on their websites and mobile devices, via secure chat in real-time or when available.
They also endorsed Apple Business Chat by integrating it into their configuration settings. Your agents can easily communicate with your users using the Apple iOS Messaging application.
Routing over several channels
At the same time, agents can interact with several users on several platforms using chatbots. All their communication history is preserved in your or their Amazon S3 bucket to facilitate them and you so better management can provide them with better solutions for their issues.
Use of Artificial intelligence for agents:
It even helps agents with instant solutions for users’ issues using Amazon Connect Wisdom, so on time, they can facilitate them and improve your business quality and customer services.
Caller identification and spam detection
By checking the client’s voice characteristics and carrier network metadata, they can identify whether the user is genuine or fake. Even analyzing your company interaction traces the potential hacker who wants to harm or steal your data.
Scheduling, planning, and forecasting:
It also facilitates its users with long and short-term planning for better customer service and agent availability. It also forecasts the management of users to increase their resources in case of a shortage. It schedules agents for clients and contact agents to be present with that schedule.
Job management
Its AWS Connect managed services self-automatic feature to keep up with task follow-up. It schedules, organizes, monitors agent tasks, and scans clients’ follow-ups until their issues are resolved. It led to better customer satisfaction and enhanced agent productivity.
Provision of automatic filers
You can set command keywords filters in Amazon Connect using Contact Lens, which after monitoring the client and agent, provides you feedback on that specific keyword in their conversation.
Uses cases of AWS Connect Managed Services
To provide its users with a cloud contact facility with multichannel capabilities
They provide their users with the high-quality calling of frequency up to 16 kHz audio and chatting through mobile and website with agents.
From their single or multiple account landing zones, they can interact with agents about their issues with progressive and predictive dialing modes and communicate with them for effective solutions.
To provide their users with Artificial intelligence and machine learning intelligence
Amazon Connect helps users and agents with its artificial intelligence and machine learning features, which equally benefit both.
Users monitor threats to their business by analyzing voice characteristics and carrier network metadata of users to ensure their security from intruders. Chatbot facilities are also present to communicate and record it for future use.
Business managers use contact lenses to check their clients’ sentiments and find solutions to their queries.
To deliver better service to users by Improving Agent capabilities:
They improve agents’ efficiency in performing their duties by monitoring live or recorded customer communication with them. They also monitor them on follow-up tasks till the issue is resolved and the customer is satisfied with the agent’s service.
For agents, highlight their meeting schedule with users and use Amazon Connect Wisdom, which gives them instant solutions for client queries.
Brands that use Amazon Connect
A number of famous brands from education, energy, banking, finance, food, tourism, and many other sectors are using Amazon Connect facilities to improve their consumer experiences with AWS-managed services.
Some of them are highlighted below:
| The University of Texas at Dallas |
| Lekker Energie GmbH |
| Intuit |
| Capital One |
| The SUBWAY |
The University of Texas at Dallas:
The University of Texas at Dallas is well-known in the educational field. With its many research departments and more than 140 academic programs, it is one of the largest Public research-based universities in Dallas.
They facilitate their students with resources, tracking educational progress facility, course work, IT facility, and call center to resolve their issues and focus on their studies.
They use AWS Connect managed services to make their call center more effective and solve problems for students.
Lekker Energie GmbH
Lekker Energie GmbH is a Germany-based energy supply company whose purpose is to supply electricity and gas throughout Germany to households and commercial users.
AWS Connect managed services help their agents from manual tasking and automatically provide tracking and solutions for their customers. Due to this, they can handle and upgrade 30,000 connections per month.
Intuit
Intuit is an American software company based in California. It provides its clients with business solutions related to finance, accounting, and tax collection with its premium products, including the very famous TurboTax and QuickBooks, supporting their business.
After integrating their business with AWS Connect managed services, they believe their customer experience is even better, and their agents can deliver the best to their valuable around 50 million customers worldwide.
Capital One
Capital One is a famous American financial services banking company that provides loans, financial assistance, credit cards, Automobile loans, and Banking facilities. They have more than 700 bank branches and service locations.
They believe their customer and employee relations are improved after integrating with AWS Connect managed services. Amazon Connect uses its enhanced features to make its business more reliable and trusted.
The SUBWAY Restaurant
It is a multinational fast food-based subs restaurant chain that provides many varieties of sandwiches, salads, wraps, beverages, and cookie options in more than forty thousand locations worldwide.
They use AWS Connect managed services to improve their franchises’ feedback from their loyal consumers worldwide.
They believe that using Amazon Connect chatbots improves their customer satisfaction score and efficiency in the timely delivery of their services through their call Centres.
the Amazon Connect Interface
Below is a snippet of how Amazon Connect looks in the console.
Various options that you get here.
Set up your own custom URL to directly use amazon connect.
Configure how the users connect to it.
Where do you want your data to be stored?
How do you like to connect with the support?
That’s it, and you are good to go and use the support from Amazon.
FAQS of Amazon Managed Services
Q: How Can We Access AWS Connect Managed Services In Our AMS Account?
We can access or add it by using the Amazon Connect console.
Q: How Many Modes Of Dialing Are Available For AWS Connect Managed Services Users?
Two dial modes are present for users progressive and predictive.
Q: Do AWS Connect Managed Services Users Can Use Apple Business Chat?
Yes, IOS messaging endorsed by Amazon Connect allows consumers to engage directly with agents online.
Q: How Does AWS Connect Manage Services To Facilitate Agents?
For agents, highlight their meeting schedule with users and use Amazon Connect Wisdom, which gives them instant solutions for client queries.
Final words:
Among Amazon Managed Services, Amazon Connect is a valuable management tool. By using chat and call services, organizations can improve their efficiency and customer relations to set better Business goals.
Keep Clouding!!
I am an Amazon Web Services Professional, having more than 11 years of experience in AWS and other technologies. Extensively working in various AWS tools like S3, Lambda, API, Kinesis, Load Balancers, EKS, ECS, and many more. Working as a Solution Architect and Technology Lead for Architecting and implementing the same for different clients. He provides expert solutions around the world and especially in countries like the United States, Canada, United Kingdom, Australia, New Zealand, etc. Check out the complete profile on About us.
