Amazon Connect Unveils Five New Features From re:invent

The cloud is the modern medium, from the c-suite to the contact center it is propelling organizations of all shapes and size. This week’s AWS re:invent put on spotlight on how innovation is driving our remote, virtual reality. Let’s start with the contact center.

AWS announced five new capabilities for Amazon Connect aimed at streamlining workflows and enhancing contact center efficiency and results via automation and AI.

“Amazon Connect is one of the fastest growing services in the history of AWS, and has clearly struck a chord with customers,” said Pasquale DeMaio, General Manager, Amazon Connect, Amazon Web Services (News - Alert), Inc.

Amazon Connect Wisdom offers agent assistance by leveraging Natural Language Processing to “hear” what the customer says to diagnose issues and because it has access to databases and additional customer data it can offer a contextual, automated response based on intelligence. Wisdom is currently available in preview.

Amazon Connect Customer Profiles brings together ALL relevant customer information to create a unified customer profile. When a call comes in, the number is matched to a profile and the agent gains a comprehensive view of the customer instantly.  Customer profiles is available today.

Real-Time Contact Lens for Amazon Connect takes aim at in call assistance, building on last year’s Contact Lens announcement, now offering call center managers real-time alerts when certain key words are used or negative sentiment detected. The manager receives a full call transcript as the call is transferred and can take over the call within context and hopefully turn the customer’s frown upside-down. Real-Time Contact Lens for Amazon Connect is available today.

 Amazon Connect Tasks is promises to increase productivity by up to 30 percent by automating, tracking and managing contact center agent tasks. Management can customize workflows for agents, assign tasks and allow automation to enhance productivity. Amazon Connect Tasks is available today.

Amazon Connect Voice ID leverages machine learning-powered voice analysis to authenticate callers in real-time. Callers can choose traditional means of authentication, such as date of birth or social security number but customers can also select to be verified by Voice ID. If a customer opts for Voice ID, a digital voiceprint is created for the customer based on factors like tone, rhythm and pitch, providing a baseline to compare against.

 “Today’s five new Connect features build on this foundation to make it even easier for customer service agents to have the information they need to provide faster and more holistic customer experiences, optimize agents’ time based on what matters most, and enable customer service managers to take action in real time to avoid contacts that will do harm to their brand,” DeMaio continued.

The contact center is finding a warm embrace in the cloud, and AWS continues to push capability and position for leadership in this burgeoning arena.

What’s in your contact center?

Edited by Maurice Nagle

SHARE THIS ARTICLE