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News : Kustomer's Native Voice Integration with Amazon Connect To Revolutionize Omnichannel Support

#contactcenterworld, @kustomer, @awscloud

New York, NY, USA, Nov, 2018 -- Kustomer, a CRM platform for customer experience, service and support, announced its integration with Amazon Connect, a self-service, cloud-based contact center service from Amazon Web Services (AWS). Now, contact centers and support teams can leverage both solutions to deliver a  personalized omnichannel service and support experience to customers, while also increasing contact center productivity through the use and flow of customer and interaction data.

Brad Birnbaum, Co-Founder and CEO of Kustomer, explains, "In addition to creating a true omnichannel experience for the end customer, our revolutionary native integration with Amazon Connect allows companies to provide a highly personalized IVR experience to customers by data-dipping into the Kustomer platform for customer information." Birnbaum continues, "Imagine you are an e-commerce company. When a customer calls in, instead of providing their loyalty or order number, the system will detect the phone number and be able to dip into the Kustomer platform to gather all relevant information and influence the next action in the IVR. For example, if the customer has VIP status, they will be routed to the dedicated VIP help desk. The team member handling the call will have all customer information in front of them in one timeline, which ensures the customer is receiving the continuous and personal service they expect."

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." Irwin goes on to explain how the integration dramatically improves agent experience, "Making it easy for our thousands of team members to answer calls and change their status directly in the Kustomer Timeline—where they also see each customer's full history of interactions—is a massive time and productivity saver."

Kustomer's Enterprise Application with Amazon Connect is available today.

#contactcenterworld, @kustomer, @awscloud

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.com


About Kustomer:
Company LogoKustomer is the customer service CRM platform empowering businesses to succeed in today’s customer-first world. Kustomer’s comprehensive solution provides a single view of the customer journey, seamless omnichannel communications, and the ability to automate complex business processes and knowledge management. The company is powering satisfaction and loyalty for people-first brands. Founded by the team that built Assistly, which was sold to Salesforce and became Desk.com, the company is backed by Canaan Partners, Boldstart Ventures, Social Leverage and BoxGroup.
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About Amazon Web Services:
Company LogoAmazon Web Services is a collection of remote computing services that together make up a cloud computing platform, offered over the Internet by Amazon.com. The most central and well-known of these services are Amazon EC2 and Amazon S3.
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Today's Tip of the Day - “Niceness” Alone Doesn’t Create Customer Loyalty

Read today's tip or listen to it on podcast.

Published: Tuesday, November 6, 2018

Printer Friendly Version Printer friendly version

2021 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.
PH: 01442 458300

2.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
PH: 1+480-435-9390

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.
PH: 0217991445

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 

New 2021 Membership

About us - in 60 seconds!

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This Expert Panel virtual event invites you to talk with Calabrio’s cloud-smart experts about how your contact center can accelerate your cloud transformation and power tangible results for your business. Insights discussed are based on Calabrio's re... Read More...
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