Amazon Connect Introduces New Capabilities

Amazon Web Services (News - Alert) recently announced the addition of three new capabilities for the Amazon Connect cloud contact center solution.

Amazon is no stranger to the importance of customer service. The company has built its reputation on quality, efficient service that puts the needs of the customer in the forefront. So it’s no surprise that developers at Amazon are taking this philosophy to contact center operations, where the demand for quality service has never been higher. The hybrid nature of the current state of the economy is putting additional strain on contact center operations across the globe, which has business leaders looking for sophisticated tools to maintain the best service possible.

To address these new challenges in the post-pandemic work era, Amazon Connect has include the following new features to boost customer experiences in contact centers:

• Amazon Connect Wisdom-a real-time agent assist solution that automatically recalls relevant caller information, providing customers with quicker, more accurate interactions.
• Amazon Connect Voice ID-a call authentication solution designed to work in natural conversation. Rising reports of fraudulent activity in call centers has forced many operations to use tedious measures for confirming customer authenticity. With Connect Voice ID, agents can utilize voice analysis capabilities to ensure customers are real, based on voice data from previous interactions.
• High-volume outbound communications(preview only)- standard contact center operations often require major third-party integrations to use outbound communications methods to reach larger customer bases at once. Amazon Connect will soon allow contact center users to communicate with customers at scale (for marketing campaigns, promotions, time-sensitive updates, etc.), across multiple channels, without the costs normally associated with typical integrations.

“With tens of thousands of AWS customers after just four years and more than 10 million customer interactions every day, Amazon Connect has become one of AWS’s fastest growing services ever,” said Pasquale DeMaio, General Manager, Amazon Connect, AWS. “Today’s three features build on this powerful foundation to make it even simpler for contact centers to provide a superior customer service. Now, businesses can give agents the ability to find answers faster, provide customers with a more secure and efficient experience, and quickly scale their outbound communications.”

Edited by Maurice Nagle