Jonathan Dempsey

Amazon Connect Putting an End to Telephone Hold Hell

Recent coverage of bad customer phone experience reminded me of hold-hell when trying to upgrade broadband ahead of my daughter’s online exams during lockdown.

I came across this video that gives an idea of what Amazon Connect from AWS can do to build out phone-based customer workflows that work.

I am impressed by how well thought out the underpinnings are and how it can be used to enhance service quickly and build out sophisticated customer interactions at scale, including with the use of AI.

The key is to design interactions with the customer experience as the focus and to build on template workflows for fast and reliable implementation.

We are working to build capability to support Irish companies and play our part in ending hold-hell.


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