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Throughout the AWS re:Invent convention final yr, I wrote about new capabilities added to Amazon Join. Right this moment, I’m glad to announce the final availability of two of those capabilities, Voice ID and Knowledge, and the launch of a brand new one. Excessive-volume outbound communications permits, because the identify implies, the initiation and administration of outbound communications over voice, SMS, or e-mail.
Amazon Join is an easy-to-use omnichannel cloud contact middle that helps you present customer support at a decrease price. In just some clicks, you possibly can arrange and make modifications to your contact middle, so brokers can start serving to clients instantly.
Amazon Join Knowledge
Knowledge reduces the time brokers spend trying to find solutions. Right this moment, when brokers require entry to info to assist a buyer, they lose time attempting to navigate completely different information sources in siloes: FAQ, recordsdata, wiki pages, buyer name historical past, data bases, and so forth.
When utilizing Knowledge, brokers merely enter a query or phrase of their agent desktop software, comparable to “what’s the pet coverage in lodge rooms”, and Knowledge searches related repositories and returns probably the most related info and finest reply to deal with the shopper subject.
Knowledge additionally makes use of real-time name transcripts from Contact Lens for Amazon Connect with routinely detect buyer points throughout calls and to suggest related content material saved throughout related data repositories, with out requiring brokers to even enter a query.
Knowledge connects to data repositories with built-in connectors for third-party purposes together with Salesforce and ServiceNow. You can too ingest content material from different data shops utilizing the Knowledge ingestion APIs.
Amazon Join Voice ID
What number of instances have you ever been by an authentication process when calling a contact middle? Voice ID simplifies this to make voice interactions sooner and safer. It makes use of machine studying to offer real-time caller authentication based mostly on the caller’s voice.
To successfully acknowledge me as “Sébastien”, Voice ID should learn the way I discuss. That is the enrollment section. It solely requires 30 seconds of voice recording to enroll a caller.
Once I name the identical contact middle once more, Voice ID compares the sound of my voice with the one enrolled earlier. That is the verification section. It solely requires between 5 and 10 seconds of my voice to authenticate me. The verification section generates a confidence rating and a standing displayed within the agent desktop app.
Contact Middle directors can use this outcome to configure completely different flows relying on the verification final result. The routing is configured with a easy configuration panel comparable to this one:
To satisfy with private information safety legal guidelines, contact middle brokers seize my consent to make use of Voice ID.
Excessive-Quantity Outbound Communications
Typical contact facilities are designed to obtain buyer calls. Nevertheless, there’s a rising set of use circumstances the place contact facilities ship outbound communications as nicely. For instance, to name clients again,to tell them in regards to the progress of a case, to verify an appointment, to resume a subscription, or for telemarketing, simply to call a couple of.
Nearly all of these outbound communications are telephone calls. When doing so, conventional contact middle brokers dial the quantity supplied by a buyer administration system and wait for somebody to reply. Sometimes, solely 10% of the calls are answered. This course of is extremely inefficient.
Within the Amazon Join administration console, I choose Excessive quantity outbound communication, then I choose Create Marketing campaign.
I then configure the small print. I give the marketing campaign a identify, then I choose one in all my outbound contact stream and a contact queue related to an outbound telephone quantity.
The predictive dialer makes extra calls than out there brokers. It makes use of metrics comparable to marketing campaign efficiency, anticipated pick-up charges, and the variety of out there brokers to regulate the variety of calls. When a name is answered, it detects when a human is on the road (vs. an computerized machine, a fax line, and so forth.). Solely calls answered by people are routed to an out there agent. The Amazon Join agent software exhibits the decision script that was specified throughout setup, together with related buyer info.
The progressive dialer is extra conservative, it makes use of a 1:1 ratio between calls and out there brokers.
Amazon Join not solely provides high-volume outbound communication capabilities for voice, but in addition for SMS, and e-mail. Amazon Join comes with pre-built connectors for importing buyer contact lists from exterior methods, comparable to Salesforce, Zendesk, Marketo, and Amazon Pinpoint. No coding required.
Contact middle managers have entry to real-time metrics comparable to contact quantity, abandonment charges, common connection instances, and minimal ring instances to optimize agent effectivity. These metrics assist to know the standing of their campaigns and guarantee compliance with relevant laws, comparable to most name abandonment charges. Contact middle managers use historic studies of those metrics to know the effectiveness of all their communications campaigns over time.
To make sure a good utilization of the high-volume outbound communication functionality, it’s essential to apply for manufacturing entry to make use of the predictive dialer in addition to SMS and e-mail. Chances are you’ll submit a service request detailing your use circumstances and enterprise context, which shall be used to validate your legitimacy as a sender. As soon as entry is granted, Amazon Join repeatedly screens your utilization and the crew may revoke entry when fraud is suspected.
If you wish to strive it out your self, it’s possible you’ll apply to the preview by filling out this kind.
Pricing and Availability
As common, there aren’t any upfront prices or minimal utilization charges. You pay solely what you utilize: a worth per minute of outbound calls and per e-mail or SMS message. The main points are up-to-date on the Amazon Join pricing web page.
Regional availability barely differ for every of those three new capabilities, here’s a the checklist of AWS Areas the place they’re out there:
- Knowledge: US West (Oregon), US East (N. Virginia), Europe (London), Europe (Frankfurt), Asia Pacific (Tokyo), and Asia Pacific (Sydney).
- Voice ID: US West (Oregon), US East (N. Virginia), Europe (London), Europe (Frankfurt), Asia Pacific (Tokyo), Asia Pacific (Singapore), and Asia Pacific (Sydney)
- Excessive quantity outbound communication (preview): US East (N. Virginia), Europe (London), and US West (Oregon). Extra Areas shall be added when it will likely be usually out there.
As common, tell us what you concentrate on these new capabilities and the way you utilize them. Go construct your personal contact middle within the cloud at the moment.
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