Easy-to-use cloud customer service contact center
What is Amazon Connect?
- Easy-to-use cloud contact center that helps you provide superior customer service at a lower cost.
- Amazon Connect is available for free, for 12 months, as part of the AWS Free Tier program. Users can get access to 90 minutes per month with the Free Tier.
Amazon Connect Features
Omnichannel and self-service
- Telephony
- High-quality audio
- IVR, chatbots, and contact center automation
- Web and mobile chat
- Omnichannel outbound campaigns
- Predictive dialer with answering machine detection
- Omnichannel routing
- Skills-based routing
- Task management
- Caller authentication and fraud risk detection
Agent productivity
- Agent workspace
- Step-by-step agent guides
- Contact Control Panel
- Unified customer profiles
- Case management
- Knowledge and agent assist
- Salesforce Service Cloud Voice powered by Amazon Connect
Analytics and optimization
- Self-service flow builder
- Contact forecasting
- Capacity planning
- Scheduling
- Real-time conversational analytics with sentiment analysis
- Call summarization
- Data redaction
- Evaluation forms and contact scoring
- Automated chatbot designer
- Real-time and historical analytics
- Call recording
- Partner integrations
What is next?
- For more detailed information please visit the Amazon website. Click on the link below.
Case Studies for AWS Connect
Managed Service Provider – AWS Connect Case Study
Work Performed Summary: Case study needed. Testing the print to PDF function to the right. Contract Status: Staffing Resources Deployed: Qty. 2 – End User
January 4, 2023