Remote agents can be trained in less than 20 minutes, all they need is an internet connection and a headset to provide the best possible customer service. To learn more about how you can set up remote agents quickly, you can read this blog. Amazon Connect is so simple to set-up and use, with only a few clicks you can set up a virtual contact center in minutes.
Q: Does Connect support remote contact centers? For agent voice communications, Amazon Connect includes a web-based softphone for incoming and outgoing telephony, or agents can use a traditional telephone service using the PSTN. Q: How do agents interact with Amazon Connect?Īgents use the Contact Control Panel (CCP) to interact with customers, such as answering calls, placing calls, or setting their status. For example, you can use voice or DTMF input, and text-to speech output using Amazon Polly, which can optionally be combined with Amazon Lex for natural language interactions. You can define other interactions with your customers in contact flows. What's more, Microsoft has also deprecated Skype in recent months, having closed down Skype for Business last year in a stronger push towards the adoption of Microsoft Teams.Q: How do end-customers interact with Amazon Connect?Ĭustomers can call into your Amazon Connect contact center using any phone and speak to an agent. Microsoft has already integrated Teams into Windows 11, where the app can be accessed with one single click on a taskbar shortcut. Given the increasing popularity of Microsoft Teams, it is a little surprising to see that the company is still pushing Skype instead of the app that's catching momentum with consumers and organizations alike.
In the meantime, the feature is still only available in Edge Canary, with no word on when it might make its way to the stable version.
However, for people who do get it, it will be interesting to see if they will appreciate the new feature or if they will regard it as yet another example of bloat that the browser could have done without. Like most experimental features in Edge Canary, the Skype integration is likely to be a controlled release, which means not all users will get it on their devices at the same time.
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