Maximizing Customer Interactions with Amazon Connect Contact Flow Types
One of the core features of Amazon Connect is the contact flow, which is a workflow containing steps that define how a customer interaction is managed. In this blog post, we explore the different types of contact flows available in Amazon Connect and how they can be leveraged to optimize customer interactions.
Contact Flow
The Contact flow type is a default contact flow and is used to manage incoming customer interactions. This type of contact flow can route calls to the appropriate queue or agent, provide the caller with options for self-service, and gather information from the caller to personalize their experience.
Customer Queue Flow
The customer queue flow is used to manage the experience of customers waiting in a queue. This type of contact flow can provide customers with updates on their wait time and position in the queue, offer them options for self-service, callbacks and keep them engaged with relevant messaging.
Customer Hold Flow
The customer hold flow is used to manage the experience of customers who have been placed on hold. This type of contact flow can provide customers with relevant messaging, such as promotions or updates, while they wait for an agent.
Customer Whisper Flow
The customer whisper flow is used to provide customers with information before they join the call with an agent. This type of contact flow can provide customers with information about the queue name or play a message right before connecting with the agent.
Outbound Whisper Flow
The outbound whisper flow is used to provide agents with information about the customer before they make an outbound call. This type of contact flow can provide agents with information about the customer’s history, previous interactions, and preferences. This can also be used to switch the outbound phone number logically. based on customer area code.
Agent Hold Flow
The agent hold flow is used to manage the experience of agents who have placed customers on hold. This type of contact flow can provide agents with relevant messaging, while they wait for the customer to return the call.
Agent Whisper Flow
The agent whisper flow is used to provide agents with information about the customer right before connecting a call. This type of contact flow can provide agents with information about the customer’s history, previous interactions, preferences or language, queue information, etc so that agents can prepare themselves to start the conversation.
Transfer to Agent Flow
The transfer to agent flow is used to transfer a call to a specific agent. For example, this contact flow can be used to perform a specific operation while transferring a call to an agent through quick connect such as checking the agent’s available status.
Transfer to Queue Flow
The transfer to queue flow is used to transfer a call to a specific queue. This type of contact flow can be used to route calls to queues that are best equipped to handle a specific customer or issue. For example, this contact flow can be used to perform a specific operation while transferring a call to a queue using quick connect such as checking the agent’s available status in the queue.
Amazon Connect provides businesses with various contact flow types to optimize customer interactions. The inbound contact flow can be used to manage incoming customer interactions, while the customer queue flow and customer hold flow can be used to manage the experience of customers waiting in a queue or on hold. The customer whisper flow, outbound whisper flow, agent hold flow, agent whisper flow, transfer to agent flow, and transfer to queue flow can be used to provide agents and customers with relevant information and route calls to the appropriate agent or queue.