Send us a textJoin Tom and Alex in this episode as they delve into the world of automation in contact centers, focusing on Amazon Connect. They discuss the importance and benefits of automation both within and outside the scope of AI.From traditional IVR systems and chatbots to newer advancements in agent productivity, self-service, workflow automation, and quality monitoring, they cover a breadth of use cases. Tune in to learn how automation can enhance customer and agent experiences, reduce operational costs, and prepare your contact center for AI-driven solutions. Plus, get insights on recent Amazon Connect features and practical steps for conducting an automation audit.Alex's video on performance evaluation forms in Amazon Connect is available both on LinkedIn and YouTube here:LinkedIn: Automating Performance Evaluations in Amazon ConnectYouTube: Alex Explains Amazon Connect: Ways to automate your performance evaluations 00:00 Introduction and Greetings 00:44 Defining Automation in Contact Centers 02:45 Benefits of Automation 04:36 Historical Context and Evolution of Automation 06:32 Current Automation Technologies in Amazon Connect 08:22 Self-Service Automation 12:41 Agent Assistance and AI Integration 17:21 Workflow Automation and Post-Call Follow-Up 21:02 Automated Outbound Campaigns 23:49 Quality Monitoring and Evaluation 27:58 Conclusion and Future PlansFind out more about CloudInteract at cloudinteract.io.
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