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Kustomer + Amazon: See You at Enterprise Connect!

Last quarter we announced that our integration with Amazon Connect was going to revolutionize your contact center. Why? The powerful voice integration and personalized IVR trees let agents massively increase their efficiency, streamline service, and stay in a single screen while answering calls on Kustomer’s single timeline view.

Now we’re excited to say that several of our friends, including Ring and Stella & Dot, are already using the integration to deliver next-level, omnichannel support experiences within the Kustomer platform. That’s why our partners at Amazon Web Services have invited Kustomer VP of Product Peter Johnson to present about the integration during Enterprise Connect in Orlando.

Don’t take our word (and AWS’s) that the integration is amazing, though. Take it from our happy customers and friends —

Jon Irwin, COO of Ring, explains, “Moving forward with Kustomer’s Amazon Connect integration was one of the best decisions we have made for our community support team as well as our end customers, or ‘neighbors’. We’re excited to be using Kustomer’s robust platform, which is not only reliable, but increases service efficiency, giving us an edge in providing unparalleled neighbor experience.”

Still not convinced? Here are three ways this 1-click integration will help you build your own customer friendships:

  • Personalized IVR trees: Your IVRs can be personalized based on “data dips” into all the information you have stored in Kustomer, creating a tailored experience for every customer who calls.
  • Faster service with multi-channel routing and queueing: Amazon Connect fully syncs with Kustomer’s routing engine, so it’s easier than ever to manage your team’s workload across channels. In-depth dashboards give you all the data you need on wait and call times, queues and workforce so you can optimize your organization for peak effectiveness.
  • Connect customers and agents across channels in a single platform: When a new call is received or initiated, the Customer Timeline pops up with the entire customer history of interactions and conversations across channels — no additional customer wait time because of tabs to click through or new tickets to open.

Come meet us at Enterprise Connect; we’re presenting at Amazon booth #2106 on Tuesday 3/19 from 5:40-6:00 PM EST!

3 Reasons Kustomer’s Amazon Connect Integration Will Revolutionize Your Contact Center

Kustomer has just announced it’s newest integration with Amazon Web Services’ Amazon Connect to deliver next-level omnichannel support and experience for enterprises and contact centers.

Amazon Connect is the cloud-based contact center voice solution created by Amazon Web Services (AWS) and based on the same technology used by over 70,000 Amazon customer service associates around the world. Kustomer’s integration with Amazon Connect seamlessly pulls AWS’s robust technology into a single convenient timeline view.

Not only will this help contact centers and support teams deliver a more personal and memorable experience over all of their channels, but agents can stay in a single screen uninterrupted while answering calls.

The integrated solution is already live in enterprise-level contact centers in companies such as Ring, the global home security provider. As COO Jon Irwin noted, “Moving forward with Kustomer’s Amazon Connect integration was one of the best decisions we have made for our community support team as well as our end customers, or ‘neighbors’.”

“We’re excited to be using Kustomer’s robust platform, which is not only reliable, but increases service efficiency, giving us an edge in providing unparalleled neighbor experience.”

You can see our native Amazon Connect integration in the video below. To see more of our integration in action, register for our webinar on November 15th.

Personalized IVR Experience

 Customers expect more personal and convenient experiences, even when they get an automated response after calling your customer service number. With Kustomer’s Amazon Connect integration, IVR can become more responsive and personalized than your customers ever imagined. Because Amazon Connect’s IVR data-dips directly into Kustomer’s CRM database, contact centers of any size can easily customize their phone trees based on customer information. You can route customers based on their interaction history or previous issues, create a shortcut for VIPs or those affected by a specific outage, present different options for customers with open orders, and more.

Everything in a Single Screen

Consolidating all your platforms into one intuitive interface massively increases agent efficiency and improves the experience for your customers, because agents have all the information they need at their fingertips. Once agents accept a call from a customer, they can see the full timeline and history of whoever is calling in. Then the call recording and relevant data is automatically saved as part of the conversation, along with the agent’s notes, and agents can easily follow up over SMS, Email, Phone, Chat, and more.

Streamline Service with Multichannel Routing

Kustomer and Amazon Connect provide the modern features omnichannel team managers expect. Amazon Connect is the only voice integration that syncs with the Kustomer router, giving managers the utmost flexibility in building and monitoring their queues. Kustomer includes reports and live dashboards, providing managers with a real, live look into the performance of their contact centers. That makes it easy to ensure the right agents are handling the right customers at the right time based on your needs over every channel. Our integration even takes into account whether blended agents are or are not on a call, pausing incoming messages when they’re on the phone so that your workloads are always properly managed.

The Amazon Connect Enterprise Application is available today. For more information, visit our dedicated Amazon Connect integrations page, or sign up for our webinar on November 15th for a live demo with our product team.

Kustomer Queues Make Routing Painless for Contact Centers

Kustomer is happy to announce our brand new, enterprise-grade queueing and routing feature. Queues are essential to managing high-volume contact centers, and for good reason. Queues enable contact centers to monitor their inbound traffic in real-time and optimize customer wait times. Kustomer has adopted this model for the omnichannel world. Now organizations can create queues according to their business priorities across channels, assign queues to teams, and have full visibility into the real-time status of queues and agents.

Unique benefits to using Kustomer Queues are:

  • Queues work in real-time so managers can identify peaks in traffic and reassign agents accordingly.
  • Queues are set up so that every conversation can be in a single queue, so conversations are viewed and handled by a single agent.
  • Wait time, handle time, and wrap time are well-defined so are easier to track and optimize through reports and live dashboards.
  • Agents’ status is connected to the Kustomer Router, thus agents will not get assigned with new conversations when unavailable or during a call.

Queues that work for you

Queues can be defined in any way that makes sense for your business. You can create queues as simple as channel queues (like chat or email) or create more sophisticated queues like “Customers with Lifetime Value of more than $10K”, or for “Conversations with a ‘Return’ tag”. Each queue is assigned to a team, so the Kustomer Router will route new conversations to an available agent with that team. As conversations can only exist in one queue, view collisions between agents are eliminated and productivity increases.

Availability-based Routing and Reassigning

When agents start their shift they switch their status to Available to start getting conversations from the queues assigned to their team. If agents go on a break or finish a shift, they can toggle the status to the relevant unavailable status (e.g., Lunch, Break, or anything else). That will indicate the Kustomer Router to automatically stop sending new conversations to these agents.

The agent status is clearly indicated in the platform, so fellow agents can reassign conversations and managers can monitor and reassign agents, based on their availability. This is especially useful when managing remote teams.

 

Multichannel Routing for the Omnichannel Contact Center

As an omnichannel platform, Kustomer Router includes a multichannel routing capability ensuring that when an agent is on a call, the router automatically stops assigning new conversations to this agent (either voice, email or chat), and resume once wrap-up is done. This capability is available, for example, via the Amazon Connect integration.

Real-time Contact Center Insights

Live dashboards provide managers with real-time information on the status of different aspects of the contact center. This is especially useful when managing remote teams. Such aspects include:

  • Agent status – How many agents are available, what agents are working on (overall and down to the conversation), and what their workload is.
  • Queues – How many conversations are waiting in different queues, and are some queues more busy than others.
  • Customer experience – The average wait time for customers on different queues and channels, and the average handle time once they interact with an agent.

Dashboards are updated as frequently as every 15 seconds, managers can even display them on a big screen in the office.

For more information about Queues and Routing and how to implement them in your own organization, check out this article or request a demo below.

 

Schedule a demo.