Enhancing the enhancements! Omningage’s response to Amazon Connect enhancements

The situation In early December, at their re:Invent conference in Las Vegas, Amazon Web Services (AWS) announced some major product enhancements for Amazon Connect, their cloud-based contact centre. We will explain these enhancements and what Omningage is doing to include and add to their power within its own products. Contact Lens: Call Summarization Amazon Connect’s […]

Contact Centres and the Insurance Industry

Evolution In his recent article, Tony Iero describes how insurance companies have been using contact centres since the late 1970s. Originally, they only operated during office hours and were intended to supplement brokers and insurance agents by allowing policyholders to ask questions over the phone, make changes to an existing policy or to file a […]

Bringing contact centre culture home to the agent

The great experiment March and April 2020 will go down as one of the greatest industrial experiments in history. As Covid struck,  millions were sent home to work with no more than two weeks’ notice. Many estimated that getting everyone to work from home would take 18 months. The technical challenges were massive, but could […]

Improving Agent Experience

The “Great Resignation” Approaching 2022, organizations face a new human behaviour related challenge, the “Great Resignation”. Kate Morgan reported this for the BBC in July 2021: “A Microsoft survey of more than 30,000 global workers showed that 41% of workers were considering quitting or changing professions this year, and a study from HR software company […]

Gamification and Octalysis

Octalysis-based gamification – re-engage your agents in a hybrid working environment Agent engagement Traditional methods of engaging and motivating contact centre staff no longer work in a hybrid working environment. Agents are no longer physically grouped reducing the effectiveness of old methods such as playing background music to build an energetic atmosphere on the calling […]

Bring on the bots!

The human factor Most problems start with people. Cloud contact centres replace the fixed costs of an on-premises solution with flexible costs that rise and fall with call volumes. What about the people? Agent salaries make up more than 60% of a contact centre’s running costs. Employing part timers to work during peak hours is […]

OMNINGAGE Connect Email – Keeping the “Cinderella channel” on the road

omnichannel routing

E-mail – the “Cinderella” channel E-mail has been called the “Cinderella channel” of contact centres. As the first “digital” channel, it has also been called the channel that put the “contact” into contact centres. According to Hubtype, in 2017, e-mails were the second most popular communication method taking, on average, an 18% share of interaction […]

Why do eagles drop tortoises on rocks?

supervisor or agent desktop for Amazon Connect

Fun fact of the week! Aeschylus, the ancient Greek playwright, had fought in and survived the three main battles of the Persian wars. He died at the age of 67 when an eagle dropped a tortoise on his bald head.Why do eagles drop tortoises on bald heads? What’s this got to do with IT? Eagles […]

Cloud Native: Meeting the need for speed

Cloud Native - Need for Speed

The need for speed It’s hard to deny that the pace of change has quickened dramatically. COVID 19 has had an impact on the businesses which we could not have imagined only a few months ago. Many companies were considering moving their businesses delivery from face to face to online. These “digital transformation” projects had […]

Key Performance Indicators – Keeping Score In the Contact Center

Contact Centre OMNINGAGE -Key Performance Indicator - Reporting for Amazon Connect

Key Performance Indicators (KPIs) and contact centres go together like fish and chips. When contact centre platforms were developed, agents’ performance started being measured by technologies, such as reporting, BI and analytics, that generates a blizzard of statistics. With this KPI data, contact centre managers can track almost every aspect of an agent’s working life […]