Question 1

What is Amazon Connect?

Accepted Answer

Amazon Connect is an omnichannel cloud contact centre that helps companies provide superior customer service across voice and chat at a lower cost than traditional contact centre systems.

Question 2

Can you really set a contact centre up in 10 minutes?

Accepted Answer

Yes, but let me put this into context. The Contact Centre will be very basic. However, the message of being able to set up a contact centre very quickly and quicker than any other platform is absolutely correct.

Question 3

What is ID&V?

Accepted Answer

ID&V or Identification and Verification is the process of capturing a callers identification from an account number or policy number and then verifying them in the IVR. For Instance: by asking for date of birth, mothers maiden name etc. A modern approach to verification is to now use Voice Biometrics. Once the details have been collected, they are then presented to the advisor. Saving at least 40 seconds of agent time, increasing agent moral and reducing the cost per contact.

Question 4

What Is Amazon Connect Customer Profiles?

Accepted Answer

Amazon Connect Customer Profiles is an enhancement to CCP that provides the agent with rich screen pop data that relates to the customer that has phoned in.

Question 5

What Is Amazon Connect Wisdom?

Accepted Answer

Amazon Connect Wisdom provides the agent with intelligence on customer queries.

Question 6

What Is Amazon Connect Voice ID?

Accepted Answer

Voice ID provides Voice Biometrics for Amazon Connect.

Question 7

What Is CCP?

Accepted Answer

CCP stands for Connect Contact Control Panel. It is essentially your softphone for Amazon Connect.

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Month: August 2020

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