Adding Video to your Amazon Connect Contact Center
If a picture is worth a thousand words then a video is an encyclopedia of information! I remember a team building exercise in communications in which all the team mates sat with their back to the grease board at the front of the room. Each team mate had a blank sheet of paper and a pen on their desktop. Another team member drew a simple share on the grease board and then described it verbally to the rest of the team. Instructions included how to orient the paper and a verbal map of how to replicate the grease board drawing was narrated. It was amazing how many different versions of the illustration were created by the team with verbal descriptions from the team artist! No two alike!
So now put yourself in a technical support contact center listening to your caller describing how they have the yellow cable plugged into the thing next to the other thing? How more effective would it be if the help desk technician could see the wifi router the caller was trying to install. One call resolution time would be reduced, average holding time would be reduced and SLA’s would improve as agents spend less time listening to caller descriptions and more time seeing issues enabling them to handle more calls and solve more problems more quickly.
Enabling a link on the company website that opens a chat session with a customer service representative in your call center has always been possible with Amazon Connect. Now with the aid of AWS Chime, you can escalate a keyboard chat to a video call complete with audio! You can also push the chat link out to IOS and Android devices, making it possible for mobile video solutions. Insurance companies could see real time accident reports. Contractors could quote jobs more quickly, reducing time by eliminating site visits in favor of video ‘meet ups”. Telemedicine is also a rich vertical for video in the call center.
Integrating video into your Amazon Connect contact center is relatively straight forward. The solution makes use of a custom CCP, Chime SDK and a bit of serverless code on the back end. Agents are alerted to an incoming request through the Amazon Connect chat facility using LEX to orchestrate the dialog and gather preliminary data from the caller. Once the chat is connected between the caller and the agent, both have buttons to escalate to video.
If you would like a demo of this functionality, send us a request and we will send you a link. DrVoIP@DrVoIP.com
Originally published at https://www.drvoip.com on April 2, 2022.
