Attendees will leave with detailed knowledge of how to build and deploy a successful Service Cloud Voice powered by Amazon Connect with hands on guidance and in-person experts to work through any questions.
Amazon Connect is a cloud-based contact center service that offers businesses an easy-to-use, scalable solution to deliver better customer service experiences. With its pay-as-you-go pricing, powerful AI and machine learning capabilities, and the ability to integrate with a wide range of AWS services, Amazon Connect enables organizations to improve customer engagement while optimizing operational efficiency.
Paired with Salesforce, Service Cloud Voice with Amazon Connect seamlessly integrates voice conversations into Salesforce, providing a unified agent experience and real-time customer insights for more personalized service. This combination leverages the power of Amazon Connect’s cloud-based contact center with Salesforce’s CRM capabilities, enabling businesses to streamline their customer service operations, reduce response times, and improve overall customer satisfaction through data-driven insights and automation.
Here is what we will be covering!
Prerequisites and Preparation (1.5 Hours)
Break
Amazon Connect Routing Basics (1 Hour)
Configuring the Agent Experience (1 Hour)
Break
Creating AI-Powered Interactions (1 Hour)
Break
Supervisor Tools in Service Cloud Voice (1 Hour)
Reporting in Service Cloud Voice (1 Hour)