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Blog

Month: December 2020

Reduce Average Handling Time With Amazon Connect

December 27, 2020 - Blog, Insight

Average Handling Time or AHT is a metric that is associated with agent efficiency. It is also a key metric when calculating the cost per...

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Amazon Connect, Average Handling Time, Customer Experience

First Call Resolution With Amazon Connect

December 26, 2020 - News

First Call Resolution (FCR) or First Contact Resolution is a metric that looks to understand the percentage of calls that are resolved on the first...

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Amazon Connect, Customer Experience, First Call Resolution

Top 18 Amazon Connect Features

December 16, 2020 - News

Top 18 Amazon Connect Features 1. Amazon Connect Contact Lens Here is some more information on Contact Lens     2. In built telephony Other...

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Amazon Connect

Conversational AI with Amazon Lex

December 16, 2020 - Innovation

In this post we look at Conversational AI with Amazon Lex. What Is Conversational AI with Amazon Lex? What is Conversational AI Conversational AI or...

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Amazon Connect, Conversational AI

Exciting New Amazon Connect Innovations

December 14, 2020 - Innovation, News, PCI DSS

It's re:Invent week and the Amazon Connect innovation on show is mind blowing. With over 147 major feature releases in 3 years Amazon Connect is...

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Amazon Connect, Innovation

Amazon Connect Training For Your Contact Centre

December 7, 2020 - Training

At Route One Connect we provide Amazon Connect Training. What is Amazon Connect? Amazon Connect is a Contact Centre cloud omnichannel solution. Very different from...

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Amazon Connect Training, Training

reInvent Amazon Connect Updates of 2020

December 6, 2020 - Innovation, News

2020 has been a very disappointing year, however the AWS re:Invent did not disappoint with some brilliant new features to be added to Amazon Connect....

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Amazon Connect, Amazon Connect Contact Lens, Amazon Connect Customer Profiles, Amazon Connect Voice ID, Amazon Connect Wisdom, Apple Business Chat, AWS re:Invent, re:Invent, Voice Biometrics

Recent Posts

  • Reduce Average Handling Time With Amazon Connect
  • First Call Resolution With Amazon Connect
  • Top 18 Amazon Connect Features
  • Conversational AI with Amazon Lex
  • Exciting New Amazon Connect Innovations

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