Improve Your Contact Center’s Efficiency Using Amazon Connect Asynchronous Chat

Level: 300

Enabling chat in your contact center offers customers a way to receive support from their preferred channels, however agents can be limited by a customer’s response time which can decrease their efficiency and leave customers frustrated. Amazon Connect’s asynchronous chat automatically preserves the full context of a conversation for agents, allowing customers to respond at their own pace. In this tech talk we will explore how to build an experience that allows agents to maintain productivity while chatting with a customer. You will also learn how to notify and re-engage with your customers via a different channel, even after closing a chat.