Develop & Design IVR and Call flows utilizing Tasks, Cases, and customer profiles.

Tasks - Unit of work that an agent or an automated business process can complete; it is routed,  prioritized, assigned, and tracked like voice and chat.

Tasks also provide valuable metrics and insights ;

Five Ways – Tasks can be created

1.            Agent can create tasks in CCP

2.            Contact Flow can create & automate tasks

3.            Contact Lens uses rules to create tasks

4.            Third-party integration rules to create tasks

5.            APIs used to create tasks from CRMs

Allows agents to track and manage customer issues that require multiple interactions, follow-up tasks, and teams.

Cases

Agents can configure new cases to be automatically created or have agents create cases that document customers’ unique issues, such as product defects and billing inquiries, and then track each case to resolution.

Agents can document customer issues with all the relevant case details, such as date/time opened, issue summary, customer information, and status, in a single unified view

Customer Profiles

Equips contact center agents with a unified view of a customer’s data.

Customer Profiles combines contact history information from Amazon Connect (for example, number of holds, transcripts, customer sentiment) with customer information such as phone number, address, and recent or current order status from CRM systems and e-commerce and order management applications.

Amazon Connect Customer Profiles aggregates customer data with built-in connectors for third-party applications.

• Routing profile plays an important role, whereby each RP has the configuration ( queues/skills, channels, priority (1-99) & delay.

• Hours of operations mapping to queues

• Routing Profiles attachment to agents instead of skills.

• Basic Queue routing mechanism, building, Basic Queuing solution ( through Routing Profiles), AI routing possible but needs complex integrations with AWS services

• Scripts leveraging & invocating to lambda to do complex routings.

• After-work codes.

• Configuration & implementation

• Build outbound dialer solutions using Predive or progressive Dialing.

• Max Simultaneous Calls

• Predictive Mode – Calls to Agent Ratio

• Scheduled Call List update

• View List Statistics

• Reset dispositions, ( to redial)

• Max Charges configuration ( Campaign profile)

• Dialing schedule & order change ( Campaign Profile)

• Changing List Filtering & sorting order ( Campaign Profile)

• Setting disposition count ( campaign profile), to control a campaign based on dispositions

• Design best Predictive Mode – Calls to Agent Ratio for effective campaigns

• Scheduled Call List update, View List Statistics

• Design & develop Reset dispositions, ( to redial)

• Build Campaign profiles

• Managing Dialing schedule & order change ( Campaign Profile)

• Changing List Filtering & sorting order ( Campaign Profile)

• Setting disposition count ( campaign profile), to control a campaign based on dispositions

• Use multiple AWS services for outbound solutions, Amazon Lambda, AWS IAM to create policies & roles, Amazon Pinpoint – manage journeys & segment, Amazon EventBridge – create rules, Cloudwatch – create log groups etc.

Salesforce CRM Integration With Amazon Connect

from CCaaS Side (Classic & Lightening )

• Amazon Connect needs to invoke the Lambda function for salesforce data lookup and needs development expertise.

• CTI connectors for CRM & Salesforce service cloud also have native integration with Amazon Connect.

• Salesforce provides sample contact flows for service cloud voice.

• Salesforce Service Cloud - CRM Integration from Salesforce  Side towards CCaaS ( Native Salesforce Support)

• Pre-integrated

• Native Support through Service Cloud Voice, Salesforce has in-depth OOB integration with Amazon Connect.

• WFM Features

• Multi-Channel Support( Phone, Chat, email, social) 

• Forecasting, Historical

• User Controlled, AI-Predictive

• What-if scenario ( Short term, Long term)

• Multi Skill Planning

• Automatic scheduling, re-scheduling, self-scheduling of agents ( Break optimizations)

• Performance Management ( Performance Evaluation, KPI Tracking, others)

• Tracking & Management ( Time, absence, others)

• Reporting ( Historical & Real Time)

• Timesheets, external data extraction. Scheduling, custom reports

• Recordings ( Voice & Screen)

• Rules-based recording (Triggers)

• Mobility ( iOS, Android, Cloud) 

• Compliance & Adherence Reporting

• Security ( Access Control, Audit Trail, Biometrics) 

• Time Keeping & Attendance

• Cloud deployment

• Integrations ( HR, CRM, Payroll others)

• Historical adherence, Real-Time Adherence

• Intraday monitoring, Service Goal Templates

• Shift Trades, Work Plans, Work Plan Rotations

• Work Force Agent Features

• View your schedule on the dashboard

• View change notifications

• Submit time-off requests

• Integrations ( HR, CRM, Payroll others)

• Receive out-of-adherence notifications

• To be part of load based schedule based on forecast needs

• Sync schedule via ICS

• Create, view, edit, match, and cancel shift trade requests

• platform accessibility (hearing

• impaired, color blind, blind, etc.).

• Provide access to a customizable click-to-call directory with an

• intuitive user interface for the call center.