Customer service and digital communication channels play a key role in this period of restrictions, in which the activity takes place largely remotely. Consumers may now be more careful about the products and services they purchase and will not hesitate to call Customer Service or Support to ask questions about the purchase process, availability of products and services, delivery details, or to request assistance.
Amazon Connect improves the efficiency of call center operators and agents and reduces costs.
While customer requests will continue to be made by phone, email, chat or other digital channels, from the comfort of their homes, also sales team agents and support at the other end must be able to operate from home, as well as they did from the office. The flexibility to be able to work from anywhere is very important during this period (and will continue to be so from now on).
Amazon Connect allows organizations to have a fully operational cloud contact center, which can be accessed from anywhere. Sales agents, support and assistance staff, managers and administrators can work from home. Agents can receive calls and make calls or chat interactions. You can monitor agents in real time, as if you were in the same office. You can also view dashboards, generate reports, monitor service levels, listen to call logs, and track contact center performance. Yes, all this from home! All you need is an Amazon Connect instance, a laptop and an internet connection!
By integrating with the CRM system you use, agents can see the important data they need while interacting with customers, all in a single user interface. Integration with a CRM solution enables operators to create personalized and dynamic customer experiences using information from their history, such as previous purchases, contact history, or any other information that can be used to anticipate customer needs and answer questions right away.
As an omnichannel cloud contact center solution, Amazon Connect allows agents to work from home without the need for additional configuration. Agencies can connect from anywhere, as long as they have an internet connection. Because the way the call center system works is very easy to understand, agents can become operational very quickly, without having to invest time and money in training activities. In addition, this way of working gives them the freedom to carry out their activity and to be productive from the comfort of their home. A great advantage for all parties involved!
Amazon Connect uses the pay-per-use model, effectively eliminating maintenance and licensing costs. You can perform an extension at any time without the need for any investment in hardware. Amazon Connect allows for predictable and faster budgeting, keeping spending in line with business needs.
Amazon Connect is ideal for organizations that are looking for a simple solution and want to put the customer at the center of their business. Contact us now and see how easy it is to use Amazon Connect!