Category: Contact Center

At AWS re:Invent 2022 we announced the availability of step-by-step guides for Amazon Connect agent workspace in preview. My colleagues who collaborated to write the announcement post wrote about some of the challenges that contact centers face with training new agents to get up to speed with their agent desktop. They also mentioned that until […]

In June 2022 AWS announced a preview of Amazon Connect Cases, a feature of Amazon Connect that simplifies these customer interactions and reduces the average handle times of issues. Today I am excited to announce the general availability of Amazon Connect Cases. Cases, a feature of Amazon Connect, makes it easy for your contact center […]

During the AWS re:Invent conference last year, I wrote about new capabilities added to Amazon Connect. Today, I am happy to announce the general availability of two of these capabilities, Voice ID and Wisdom, and the launch of a new one. High-volume outbound communications allows, as the name implies, the initiation and management of outbound […]

We launched Amazon Connect in 2017 and, since then, thousands of customers have created their own contact centers in the cloud. Connect makes it easy for non-technical customers to design interaction flows, manage agents, and track performance metrics. For example, when I book a Best Western hotel room in Europe by phone, the call is […]

What was announced? We’re announcing the availability of AWS Contact Center Intelligence (CCI) solutions, a combination of services that empowers customers to easily integrate AI into contact centers, made available through AWS Partner Network (APN) partners. AWS CCI has solutions for self-service, live-call analytics & agent assist, and post-call analytics, making it possible for customers […]