Why Amazon Connect: A Guide for Australian Businesses
In today’s ever evolving business landscape, the importance of customer engagement continues to be a critical factor in determining if your business can survive and thrive. Modern consumers are expecting more and more advanced customer experiences, and it can be confusing making the right choice in a contact centre technology platform. It’s our aim to […]
Generative AI & Contact Centres: A Practical Guide
Whilst there has been more than a decade of talk about AI in contact centres, with what many would say have been underwhelming practical applications, the introduction of recent advanced large language models (LLMs… think ChatGPT) is going to change the game. And whilst this is really exciting, it means if you’re running a contact […]
6 Steps to Pick the Right Cloud Contact Centre Solution
There is no shortage of contact centre technology choices. And to make matters more complex, they all purport to solve every potential challenge your business may face. So how do you wade through the marketing and sales pitches to work out what solution is right for you without engaging in a complex and costly RFP […]
4 Practical Applications of Amazon Connect Contact Lens
Amazon Connect Contact Lens is a powerful tool designed to provide deeper insights into contact centre operations, improve agent performance, and deliver enhanced customer experiences. This article explores the key features of Amazon Connect Contact Lens and its practical applications, including creating reporting categories, real-time alerts for high-risk customers, theme detection, and agent evaluations enhanced […]
