Take the Operating a Modern Contact Center Quiz!

Your organization shouldn’t be saddled with expensive, fixed-cost contact center technologies that are difficult to maintain and upgrade. In contrast, Amazon Connect enables organizations to operate modern, secure, and agile contact centers. AWS’s cloud-native solution brings more flexibility to contact centers with quick installation times, easy scaling, painless upgrade options, and flexible pricing. These capabilities make Amazon Connect a preferred omnichannel, cloud-native contact center platform.

What capabilities does your organization need when running a contact center in today’s fast-paced, customer-experience-oriented world? Take the Operating a Modern Contact Center quiz and identify the issues that are most important to you. We’ll instantly deliver the most helpful content to address your contact center needs!

1. What is the biggest challenge your organization faces in operating a contact center? We need to:

Enable a complete omnichannel experience Leverage AI and ML for better customer service Securely and compliantly deploy AI and ML for a government contact center Evolve our nonprofit contact center to meet the needs of customers and members

2. What is your main goal in operating a contact center?

Streamlining the number of tools and screens our agents use Providing nonprofit members and customers with positive interactions Improving our customer experience Providing citizens with positive interactions

3. What would be a key benefit of using a contact center on AWS?

Gaining deeper insights into citizen engagement Having voice, chat, and messaging in one app Empowering agents with AI and ML, improving their experience Setting up or making operational changes in minutes

4. What would be the most significant business outcome if you had a contact center on AWS?

Reduced time to resolution, thanks to AI and ML Decreased handle times, thereby improving agent and customer satisfaction Securely deploying workloads in a cost-effective manner Implementing scalable customer experience solutions for our constituents and members

5. What would be a compelling benefit of running a contact center on AWS?

Providing a superior digital experience to members, constituents, and donors Having a future-ready, cloud-native contact center platform Prompt, automated issue resolution processes Quick routing of citizen callers to the appropriate agent

6. How mature is your contact center strategy? We are:

Considering deploying Amazon Connect in the AWS GovCloud Looking to streamline our contact center operations Exploring how AI/ML can improve our effectiveness Transitioning from our legacy contact center platform

7. Why is it important for your organization to modernize its contact centers?

We need to increase agent effectiveness We need to reduce our technology costs We need to meet compliance requirements We need to meet or surpass constituent and member expectations

8. What would happen if you don’t adopt a new contact center solution?

Agents won’t have a unified view to service customers on their terms We won’t be able to reduce costs and improve citizen access Our customer satisfaction rates will continue to lag We won’t be able to deliver an improved member or constituent experience

9. What would you most appreciate in a partner of contact center solutions and services?

One who can help us provide automated self-service One who can help us automate personal interactions at scale One who understands rigorous compliance requirements for government agencies One with experience supporting the contact center needs of nonprofits

10. What topics would you like to learn from an AWS representative?

Omnichannel capabilities for voice, chat, and messaging Embedded AI and ML for better customer service AL and ML deployments that are compliant with highly regulated industries and organizations Case studies of nonprofits’ success with Amazon Connect