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4 Organizations Tap Amazon Connect to Eliminate Friction

November 3, 2021

Via: No Jitter

Constituents, citizens, students, patients, and customers expect convenient interaction when engaging with government, education, healthcare, or nonprofit organizations. Contact centers are the first touchpoint for many who reach out to a public sector organization for services. Organizations are increasingly adopting an omnichannel approach to their contact centers by offering options like chat, email, web, text, and interactive voice response in addition to existing voice capabilities.

Cloud-based contact centers—especially those with artificial intelligence features—help enhance the interaction experience for constituents. Besides reducing or eliminating friction between the agents and their callers, cloud-based contact centers with omnichannel capabilities are better able to handle an organization’s inbound call volume, helping to free up resources for other priorities.

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