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Amazon Connect forecasting, capacity planning, and scheduling (preview) are now available in the Europe (London) AWS Region. Machine-learning powered capabilities make it easier for contact center managers to help predict contact volumes and average handle time with high accuracy, determine ideal staffing levels, and optimize agent schedules to ensure they have the right agents at the right time. This helps businesses optimize their operations, meet service level goals, and improve agent and customer satisfaction. Getting started takes just a click, eliminating the need to build custom applications or integrate with third-party products. View the full article -
Amazon Connect now allows you to create custom task templates, making it easy for agents to capture the right information to create and complete tasks. Amazon Connect Tasks empowers you to prioritize, assign, and track all contact center agent tasks to completion, improving agent productivity and ensuring customer issues are quickly resolved. You can easily compose templates for a variety of scenarios such as such as investigating billing issues or new insurance claims, allowing agents to choose the template that best suits the situation. For example, when handling a billing inquiry, a task template can pre-populate data and guide agents to gather additional information needed to quickly resolve the issue. Task templates are supported out-of-the box without the need for manual configuration for the Amazon Connect agent application. To learn more, see the API reference guide, help documentation, or visit our webpage. View the full article
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Amazon Connect now lets you get started with high-volume outbound communications with just a few clicks, enabling you to begin testing this feature. On the Amazon Connect navigation panel, choose the Telephony page, check the box to Enable high-volume outbound communication, and then choose Save. In a few minutes you will be ready to use this feature. Use high-volume outbound communications for calls, texts, and emails to contact from hundreds to millions of customers daily for communications like upcoming delivery notifications, marketing promotions, appointment reminders, and debt collection without having to integrate third-party tools. An optional integrated list management capability provided by Amazon Pinpoint can also be used to build customer journeys and multi-channel user experiences. This feature is available out-of-the box and can be enabled within the AWS Connect Console. View the full article
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Amazon Connect now displays scheduling metrics within the schedule management user experience to help contact center managers efficiently manage their agent’s schedules. Managers can quickly see and take action on key metrics that drive business outcomes, such as the difference between forecasted agent capacity needed and the number of agents scheduled for each 15 or 30 minute time block. These metrics are displayed adjacent to agent schedules allowing managers to make precision adjustments without the need to repeatedly switch between the scheduling and metrics screens, helping them optimize business outcomes while ensuring a balanced agent workload. View the full article
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You can now configure your Amazon Lex chat bot to improve engagement with customers who speak US Spanish. Amazon Lex allows you to create intelligent conversational chatbots that can be used with Amazon Connect to automate high volume interactions without compromising customer experience. Customers can perform tasks such as changing a password, requesting a balance on an account, or scheduling an appointment using natural conversational language. Customers can say things like “I need help with my device” instead of having to listen through and remember a list of options like 1 for sales, or 2 for appointments. View the full article
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Whisper flows, which allow information to be passed to an agent or customer while being connected on a call, are now available in Amazon Connect chat. For example, you can display text showing the customer’s name and membership status to an agent, inform a customer that the chat is being recorded for quality assurance purposes, or provision access to a customer relationship management system for the agent accepting the contact. Whisper flows allow you to create personalized, one-sided interactions, which only an agent or end-customer will see, by adding the ‘set whisper flow’ block to your Amazon Connect contact flow. View the full article
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You can now create richer customer experiences and resolve issues faster by using interactive messages in Amazon Connect Chat. Interactive messages enable you to send prompts and pre-configured response options, eliminating the need for a customer to manually type in their reply. For example, customers can choose a recent order they need help with or select their preferred appointment time from a list of options simply by clicking on it. Powered by Amazon Lex, interactive messages allow you to create personalized, self-service experiences for your customers using the same chatbots that you’re already using for Amazon Connect Voice and Chat. Interactive messages help to increase chatbot accuracy, reduce customer friction, and increase self-service rates. If a contact is escalated from a chatbot to an agent, the agent can see the prompt and the customer’s reply, ensuring that the full context of the conversation is available to the agent without the customer having to repeat themselves. View the full article
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Starting today, you can access additional call attributes in your contact flow to build integrations that can authenticate incoming phone calls more accurately, reduce handle times, and enable greater personalization. Additional call attributes from telephony carriers, such as the geographic location of the voice equipment where the call originated, type of phone devices such as a landline or mobile, the number of network segments the call traversed, and other call origination information can be used to improve fraud detection and determine call treatment. For example, you can route trusted incoming calls to your typical agents while routing phone calls with potential fraud signals through a different contact flow to a specialized agent. You can also send phone calls originating outside the country to call center agents that have multilingual skills. View the full article
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You can now configure your Amazon Lex chatbot to improve engagement with customers who speak French, Spanish, Italian, or Canadian French. Amazon Lex allows you to create intelligent conversational chatbots that can be used with Amazon Connect to automate high volume interactions without compromising customer experience. Customers can perform tasks such as changing a password, requesting a balance on an account, or scheduling an appointment using natural conversational language. Customers can say things like “I need help with my device” instead of having to listen through and remember a list of options like press 1 for sales, or press 2 for appointments. View the full article
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You can now manage access to Contact Trace Records (CTRs), Call Recordings, and Chat Transcripts in the Contact Search page of your Amazon Connect instance using agent hierarchies. Agent hierarchy is an Amazon Connect feature that allows administrators to group users together. Now they can use these groups to control access to results in the contact search experience. For example, administrators can grant supervisors the permission to view the contacts handled by only the agents in their hierarchy, and no others. This feature provides you with the flexibility to help meet your enterprise security and compliance standards. View the full article
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Amazon Connect now allows you to enable Amazon Connect Customer Profiles in Canada (Central) region, equipping contact center agents with the most up to date information about the incoming contact to provide faster and more personalized customer service. Customer Profiles automatically brings together customer information from multiple applications such as Salesforce, Amazon S3 and ServiceNow into a unified customer profile, delivered to agents at the beginning of the customer interaction. View the full article
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