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.
Posted by Veronica Silva Cusi, news correspondent
Kustomer 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.
About Amazon Web Services:
Amazon 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.
Published: Tuesday, November 6, 2018
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