Posted On: Jun 20, 2022
Amazon Connect Cases provides built-in case management capabilities that make it easy for your contact center agents to create, collaborate on, and quickly resolve customer issues that require multiple customer conversations and follow-up tasks, all without having to build custom applications or integrate with third-party products. Cases provides your agents with a unified timeline view of all activities associated with a customer case, including individual tasks that can be assigned and tracked across multiple agents. Additionally, case information can be used to answer customer questions in self-service IVR and chatbot interactions.
With Cases, businesses have the tools and information they need to be more productive, resolve issues faster, and improve customer satisfaction. For example, when a call or chat comes in, the flow can identify the customer, find the relevant case, and provide an update to the customer without agent interaction. Contact center managers can access these capabilities and configure case templates, case fields, and permissions from the Amazon Connect administrator website.
Amazon Connect Cases is available in preview in the US West (Oregon) Region. It will also be available in the US East (N. Virginia) Region in July 2022.