Technology and Gadgets

What is Amazon Connect?

Amazon Connect is a cloud-based call center that can easily integrate into your day-to-day business. Amazon Connect allows you to manage your calls from a single platform, and it's available in both desktops and mobile devices. You can also use Amazon Connect to handle customer service inquiries, sales calls, and support issues. 

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You can also create multiple Amazon Connect groups for different types of calls, like support calls and sales calls.Amazon Connect does require some configuration before you can use it. In order to set up Amazon Connect, make sure that your IT department has installed the Amazon SIP client on your computer. Once that's done you will then need to install the AWS SDK 4.12 on the computer you will be using as an Amazon Call Center Representative (ACSR). 

The AWS SDK 4.12 allows you to connect directly with Amazon Connect, but it also allows you to connect with a third party platform like Zendesk depending on your preferences.There are some other options to consider as well when setting up an Amazon Connect campaign. You will need to decide how many simultaneous calls you would like to answer at one time and what ratio of support and sales calls the system should serve. 

You can also use video calling if you prefer or block out certain hours for those types of calls.The hardest part is determining how many ACSRs you need. This is pretty much entirely dependent on your traffic, but there are a few variables that can help make that decision easier. If your business is growing quickly and your website has more than 100 pages, then one ACSR may not cut it.