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The "Omnichannel" contact center
What it means to be a customer service agent has expanded over the past 7 or 8 years. Workers would commune in a call center alongside dozens to thousands of other agents. System managers worked with a large call center software company to implement complex telephone systems.
That’s changed to agents being a mix of humans located anywhere in the world and bots answering emails, texts, social media posts, phone calls, and chat sessions. The software and infrastructure enabling that functionality have gotten extremely complex. AWS Connect is the service attempting to become the “Omnichannel” for all of that agent-to-customer engagement.
It gets interesting when you combine AWS Connect and Chime SDK. Add to that Comprehend to understand the sentiment of your engagement on social media, chat, email, and transcribed voice.