Kustomer Integrates with Amazon Connect

Kustomer, a provider of a CRM platform for customer experience, service, and support, has integrated with Amazon Connect, the self-service, cloud-based contact center service from Amazon Web Services (AWS).

The integration allows Amazon Connect's interactive voice response system to data-dip into Kustomer's CRM database and use it to present information or route callers to the most efficient experience.

Kustomer and Amazon Connect deliver a customized voice experience through personalized IVR trees while offering a single omnichannel support platform for voice, email, text, chat, and social messaging.

Unique benefits of the integration include the ability to do the following:

  • Build personalized IVR trees using information stored within the Kustomer platform;
  • Streamline service with multichannel routing and queueing; and
  • Connect customers and agents across channels in a single platform.

Amazon Connect natively fits into the Kustomer user interface. A dedicated status bar allows agents to change their statuses and get call notifications. When a new call is received or initiated, the Customer Timeline pops up with the entire customer history of interactions and conversations across channels. If a call is in process, agents will not get new emails or chat messages during that time. Messaging resumes automatically once the agent's status goes back to "Available." Call data, recordings, and notes are saved in the customer's timeline for future reference, and agents can follow up with SMS, email, phone, etc., all in the same screen.

"In addition to creating a true omnichannel experience for the end customer, our revolutionary native integration with Amazon Connect allows companies to provide a highly personalized IVR experience to customers by data-dipping into the Kustomer platform for customer information." said Brad Birnbaum, co-founder and CEO of Kustomer, in a statement. "Imagine you are an e-commerce company. When a customer calls in, instead of providing their loyalty or order number, the system will detect the phone number and be able to dip into the Kustomer platform to gather all relevant information and influence the next action in the IVR. For example, if the customer has VIP status, they will be routed to the dedicated VIP help desk. The team member handling the call will have all customer information in front of them in one timeline, which ensures the customer is receiving the continuous and personal service they expect."

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Posted May 31, 2019