Category: Cloud.

Download the contact centre buyer’s guide to delve into a transformative world where the convergence of these capabilities enables elegant, simple, efficient, and agile contact centres.

A Business Continuity Plan requires a business to anticipate any potential scenarios that may disrupt their operations and provide contingency plans to continue operations, as smoothly as possible, should any of those scenarios arise. This is what we learned so far from the Covid crises.

In today’s world, consumers increasingly demand a more personalised and seamless customer experience. As a result, the CRM’s role in the contact centre space is evolving rapidly. Here’s why the CRM is changing the contact centre as we know it.

After being forced to experience remote-working en-masse through the COVID-19 pandemic, many feel that the days of the traditional office-based working are a thing of the past. Many companies have been forced to rush into implementing or extending home-working solutions at pace and, as such, have lived with several compromises to achieve employee safety.

With most employees working from home, it has created some business-critical challenges for our customers to cope with that didn’t exist not too long ago. With that in mind, we thought it would be helpful to share a collection of stories of these challenges and what solution we implemented in case you are facing a similarly urgent need.

What we have found is Amazon Connect facilitates home-working for contact centre agents in this scenario very well as: