Tag: IVR

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.