AWS launched Contact Middle, its customer support oriented product some years in the past, placing it smack dab in the midst of enterprise purposes. It additionally locations the corporate within the place of competing straight with the likes of Salesforce and different established enterprise SaaS distributors.
When you find yourself competing in that area, you want some highly effective options, and in the present day at AWS re:invent in Las Vegas, AWS CEO Adam Selipsky launched three options to assist convey extra automation to managing Amazon Contact Facilities operating on AWS.
For starters, the corporate is introducing new efficiency administration capabilities beneath Contact Lens for Amazon Join designed to assist managers determine CSAs who’re having points. The answer makes use of a mixture of efficiency evaluate varieties and machine learning-driven voice analytics to evaluate job efficiency.
In actuality, it’s supposed to assist determine brokers who may want further coaching or teaching. “These scale back the time the contact heart managers spend figuring out efficiency points and serving to to teach brokers,” Selipsky defined in the present day. Staff may see it in a different way (the bot says I didn’t reply appropriately).
Considerably alongside the identical traces, AWS can also be introducing a brand new functionality to information brokers via buyer interplay to allow them to resolve points quicker and in a extra constant method. This could assist scale back the variety of errors, and the necessity for the prior function (at the least in idea).
The corporate additionally introduced the overall availability of Amazon Join forecasting, which was initially introduced in March this 12 months. It’s designed to assist contact heart managers optimize agent schedules and make sure that they’ve the appropriate individuals obtainable.
“Join is a superb instance of how the cloud is eradicating constraints to reimagine enterprise challenges like delivering higher customer support,” Selipsky mentioned, one thing that SaaS corporations have recognized all alongside, however for AWS, which tends to focus on infrastructure and platform items, it’s a completely different method.