Empower Call Center Employees to Work From Anywhere With Amazon Connect

BY:

Mar 25, 2020

The coronavirus COVID-19 has forced people around the world to stay home from work, but remote-work systems mean your call center and customer service don’t have to “shelter-in-place.”

Yes, COVID-19 is top-of-mind and leads all the headlines. The repercussions for businesses of all types and their workforces can’t be taken lightly. Organizations need their customer service capabilities up and running even when the calling agents are social distancing at home. Amazon Connect was made to support remote call centers from the very start. Not some cobbled-together online solution, Connect was designed as a solution to the very situation the world is facing today.

The tools to deliver amazing customer experiences from anywhere at any time

Amazon Connect is a self-serve, contact-center software solution derived from the same technology the retail giant uses to provide service, solve problems, and build loyalty with its own customers. The explosive growth of Amazon.com means that Amazon Connect had to be easy to configure, stable, and scalable right from the beginning. When a call center needs to be up and running in a hurry, these features help your work-from-home call-center agents get up and running in no time.

Amazon Connect is designed for non-expert, work-from-home users

Amazon Connect was developed to be configured and managed by the very people who depend on it. An easy copy-and-paste, drag-and-drop interface comes with complete, easy-to-follow online documentation that helps your WFH staff answer their own questions any time of the day or night. Administrators have the power to configure the systems to their specific needs. And, when analysis of your call data warrants a change in the menus or contact flow, call-center admins can make the modifications without depending on IT staff — which are never easy to find when the call center is working from home. Admins can make changes and see the effect on call handling in real-time.

Easy-to-implement doesn’t mean thin-featured

Amazon Connect allows your contact center to scale to any size needed. It can be configured to support more agents or fewer depending on what your changing situation requires. Most of all, Amazon Connect is entirely location- and platform-independent. Call center agents can take support calls from anywhere in the world they have access to a supported web browser (Chrome or Firefox will work) and a broadband internet connection. Call center agents can take calls while social distancing at the local coffee shop just as well as they can from, well, just about anywhere with a Wi-Fi signal.

What about omnichannel support anywhere at any time?

Technical support from a variety of channels is built-in from the start. Connect was designed to provide robust omnichannel support through a single unified call center for voice, web chat, and mobile chat.

Agents and contact center managers don’t need to learn multiple tools, which would steepen the learning curve for remote call center staff, particularly if they’re transitioning from an onsite legacy system. Amazon Connect routes all communications through a unified interface for efficiency and ease of use. All interaction histories are preserved, so agents have no need to annoy repeat callers by asking them the same questions about their issue every time they call.

Easily integrate Amazon Connect with existing systems and AI

Connect is an open platform designed to exchange information with other systems call center agents rely on, such as customer relationship management (CRM) software or workforce management systems. Amazon Connect can also work with artificial intelligence (AI) and machine learning (ML) tools. AI and ML can power speech analytics for text transcription, translation, speech-to-text, and even help train call agents at their in-home workstations. Amazon Connect has as much power and intelligence as your use case calls for.

Support your call center staff while they take care of your customers and their health

As the world stays home and rides the virus out, be sure your staff have the tools they need to support customers in this trying time. It’s them out there, giving your customers and stakeholders the service they need and depend on.

Amazon Connect can equip the home workplaces of the moment with leading-edge tools that will empower your team to provide the best customer experiences ever. You’ll find that, when the crisis passes, the last thing you’ll want is to return to your legacy call center solution. Start now with no up-front costs and pay-as-you-go convenience. Learn more by getting in touch with CloudHesive at 800-860-2040 or through our online contact form.

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