))
27: Automation
Manage episode 462083637 series 3551008
Content provided by CloudInteract - cloudinteract.io. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by CloudInteract - cloudinteract.io or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.
Join Tom and Alex in this episode as they delve into the world of automation in contact centers, focusing on Amazon Connect. They discuss the importance and benefits of automation both within and outside the scope of AI.
From traditional IVR systems and chatbots to newer advancements in agent productivity, self-service, workflow automation, and quality monitoring, they cover a breadth of use cases. Tune in to learn how automation can enhance customer and agent experiences, reduce operational costs, and prepare your contact center for AI-driven solutions. Plus, get insights on recent Amazon Connect features and practical steps for conducting an automation audit.
Alex's video on performance evaluation forms in Amazon Connect is available both on LinkedIn and YouTube here:
LinkedIn: Automating Performance Evaluations in Amazon Connect
YouTube: Alex Explains Amazon Connect: Ways to automate your performance evaluations
00:00 Introduction and Greetings
00:44 Defining Automation in Contact Centers
02:45 Benefits of Automation
04:36 Historical Context and Evolution of Automation
06:32 Current Automation Technologies in Amazon Connect
08:22 Self-Service Automation
12:41 Agent Assistance and AI Integration
17:21 Workflow Automation and Post-Call Follow-Up
21:02 Automated Outbound Campaigns
23:49 Quality Monitoring and Evaluation
27:58 Conclusion and Future Plans
Find out more about CloudInteract at cloudinteract.io.
Chapters
1. Introduction and Greetings (00:00:00)
2. Defining Automation in Contact Centers (00:00:44)
3. Benefits of Automation (00:02:45)
4. Historical Context and Evolution of Automation (00:04:36)
5. Current Automation Technologies in Amazon Connect (00:06:32)
6. Self-Service Automation (00:08:22)
7. Agent Assistance and AI Integration (00:12:41)
8. Workflow Automation and Post-Call Follow-Up (00:17:21)
9. Automated Outbound Campaigns (00:21:02)
10. Quality Monitoring and Evaluation (00:23:49)
11. Conclusion and Future Plans (00:27:58)
29 episodes
Share
