In another week full of big CX announcements, we've seen an exciting addition to Amazon Connect. Elsewhere, NICE has bolstered its contact center forecasting capabilities.
Here are the extracts from some of our most popular news stories over the last seven days.
AWS Adds an Analytics Data Lake to Amazon Connect, Provides a Single Source for All Contact Center Data
AWS has added an Analytics Data Lake to its CCaaS platform: Amazon Connect.
The new solution provides a single source of contact center data, pulling on contact records, agent performance information, conversational intelligence insights, and more.
In doing so, AWS claims that it eliminates the need to develop and maintain complex data pipelines.
Instead, contact centers can work from that single source to create custom reports using data from across Amazon Connect.
They may also pull data from third-party sources to bolster their reports using AWS’s zero-ETL integrations, which combine, clean, and normalize data from different sources.
With this complete, normalized data set, contact center managers may apply the business intelligence tools of their choice, like Amazon Quicksight.
From there, contact center managers can analyze the information that matters most to them, developing a centralized view of their most critical customer, employee, and business outcomes.
Yet, the contact center can also build custom reports for various other stakeholders, including agents, supervisors, and operations teams, including the most pertinent insights for each persona. (Read on...).
NICE Expands Its True to Interval (TTI) Analytics Solution, Converges Contact Center WFM
NICE has added an Inventory Insights module to its True to Interval (TTI) Analytics workforce management (WFM) solution.
The TTI Analytics solution logs contact center interactions in the interval they occur.
That has proven to be a popular module amongst contact center forecasters. After all, service teams typically log each contact in the reporting period it’s completed. However, many contacts will begin in the prior period.
As such, contact centers – especially large operations with 15-minute reporting intervals – previously had no way to accurately capture demand in the period it begins.
TTI Analytics solves this problem, and NICE has now expanded the solution with Inventory Insights.
The new feature takes that active reporting into the back-office to enable a common planning interval.
In doing so, contact centers may better manage high interaction complexity across customer-facing conversations and related non-customer-facing activities.
