Elevate Your Costumer Experience with Amazon Connect Demo
Experience seamless customer interactions with a free Amazon Connect Demo. Discover hands-on how AWS products and services can elevate your contact center.
Demo
What to show
Benefit
Omnichannel Support
Simulate a scenario where a customer starts a conversation through web chat, escalates to a voice call, and follows up via SMS. Show how Amazon Connect provides agents with context across channels.
This feature demonstrates how Amazon Connect can ensure that no call goes unanswered, even if an agent isn’t available. Highlighting voicemail storage in Amazon S3 also shows how easily messages can be accessed and reviewed.
Automated Self-Service with Voice commands
Demonstrate how customers can interact with an automated voice bot for common queries, like checking order status, scheduling appointments, or resetting passwords, without needing an agent.
This demo highlights Amazon Connect’s ability to handle high volumes of routine requests, reducing wait times and freeing agents for more complex interactions.
Data Analysis & Dashboards, Reporting
Demonstrate a QuickSight dashboard displaying customer satisfaction metrics, call resolution times, sentiment analysis, and call volumes segmented by time, region, or customer demographics.
Callback
Demonstrate how customers can opt for a callback rather than waiting in a queue, and how the system automatically connects an agent with the customer when their turn arrives.
This showcases how Amazon Connect can improve customer satisfaction by offering flexible wait options and avoiding long hold times.
Monitoring & Call Analytics
Show Amazon Connect’s real-time transcription and sentiment analysis for a simulated call. Highlight features like keyword detection and sentiment shifts.
This demo illustrates the insights that Amazon Connect provides, helping supervisors monitor calls and agents improve responses based on real-time feedback.
Voicemail
Configure Amazon Connect to send unanswered calls to voicemail by setting up an Amazon Connect flow that routes to a voicemail queue after a set waiting period. Use an AWS Lambda function to capture the voicemail audio and save it to an Amazon S3 bucket for easy retrieval or send via email.
This feature demonstrates how Amazon Connect can ensure that no call goes unanswered, even if an agent isn’t available. Highlighting voicemail storage in Amazon S3 also shows how easily messages can be accessed and reviewed.
Integration with CRM
Integrate Amazon Connect with a CRM system (like Salesforce or HubSpot) to show how agent screens populate with customer information as soon as the call comes in, allowing for personalized service.
Highlights Amazon Connect’s ability to improve efficiency by giving agents access to key customer data, leading to faster and more informed interactions.
Customized Agent Page
Create a demo web page that integrates Amazon Connect with a customized agent dashboard. Show real-time customer data, call status, and sentiment analysis on the page, while demonstrating how agents can interact with the page to manage customer interactions and escalate issues when needed.
This will demonstrate how Amazon Connect can be leveraged with custom web applications to provide a tailored, streamlined experience for both agents and customers.
Intelligent Routing for Complex Inquiries
Set up Amazon Connect to route complex calls to specialized agents based on keywords or customer data. For example, financial or technical questions can be routed to relevant specialists.
Demonstrates how Amazon Connect can streamline routing, ensuring customers are matched with the right agent the first time.
Call Recording & Playback, Analysis
Call recording and playback features within Amazon Connect’s interface.
Use of recordings for agent performance reviews, training, and quality assurance.
Integration with Contact Lens for analytics, showing sentiment analysis, keyword detection, and compliance checks.
Enhanced Training: Real conversations can be used to improve agent skills and ensure quality standards.
Compliance Monitoring: Easy retrieval of recorded interactions for regulatory needs.
Customer Insights: Analysis provides data on customer sentiment and common issues for service improvements.
Cost and Usage Monitoring
Unified Interface: Demonstrate how agents can access all necessary customer information and tools within a single interface.
Customer Insights and Contextual Data: Show real-time insights and interaction history to assist agents in personalizing service.
Task Assistance: Highlight automation capabilities, such as task suggestions and quick responses.
This highlights Amazon Connect’s pricing transparency, helping businesses optimize costs while scaling their operations.
Voice to text Transcription
Real-time Voice-to-Text Transcription during calls, highlighting its accuracy and speed.
Text Analysis with keyword identification, sentiment analysis, and call summaries for immediate insights.
Improved Agent Productivity: Agents can quickly reference call content and keywords.
Enhanced Customer Experience: Faster issue resolution as agents focus on real-time feedback without manually taking notes.
Valuable Insights: Analyzing transcripts helps detect trends, assess compliance, and improve training.
Integration with other AWS Services
Integration Examples: Demonstrate Amazon Connect with AWS Lambda (custom logic for calls), Amazon Lex (AI-driven IVR), Contact Lens (sentiment analysis), Amazon S3 (call recordings), Amazon QuickSight (analytics dashboards), AWS Kinesis (real-time data streaming) and AWS lambda & Lex for complex call handling and efficient service.
Improved Agent Productivity: Agents can quickly reference call content and keywords.
Enhanced Customer Experience: Faster issue resolution as agents focus on real-time feedback without manually taking notes.
Valuable Insights: Analyzing transcripts helps detect trends, assess compliance, and improve training.
Workspace Agent
Unified Interface: Demonstrate how agents can access all necessary customer information and tools within a single interface.
Customer Insights and Contextual Data: Show real-time insights and interaction history to assist agents in personalizing service.
Task Assistance: Highlight automation capabilities, such as task suggestions and quick responses.
Enhanced Efficiency: Reduces time switching between tools, allowing agents to respond faster.
Improved Customer Experience: Personalized, data-informed interactions increase satisfaction.
Reduced Training Time: The intuitive interface simplifies onboarding for new agents.
Case management
Case Creation and Tracking: Display how cases can be created, categorized, and tracked in real-time.
Unified Customer View: Show consolidated customer history, including interactions across channels.
Automated Workflows: Highlight automated case assignments, prioritization, and escalation paths.
Faster Resolutions: Centralized data and automation speed up case handling.
Improved Agent Productivity: A single view minimizes system-switching, helping agents focus on resolving issues.
Better Customer Satisfaction: Enhanced tracking and transparency improve customer trust and experience.
Customer Profiles
Unified Customer View: Show agents accessing all customer data (contact history, orders, support cases) in a single view.
Real-Time Data Integration: Demonstrate how customer profiles update in real-time across systems like CRMs and eCommerce.
Personalization: Highlight AI-driven insights for next best actions or relevant recommendations.
Faster Resolutions: Agents handle inquiries more efficiently with consolidated information.
Enhanced Customer Experience: Personalized interactions improve satisfaction.
Efficiency Gains: Reduced training time and seamless access to customer data increase productivity.
Amazon Q
Real-time Q&A functionality powered by Amazon Kendra within Amazon Connect, showcasing how agents can retrieve instant answers from extensive knowledge bases.
Example scenarios where agents ask common customer questions and see quick, relevant responses.
Faster Resolutions: Centralized data and automation speed up case handling.
Improved Agent Productivity: A single view minimizes system-switching, helping agents focus on resolving issues.
Better Customer Satisfaction: Enhanced tracking and transparency improve customer trust and experience.