Category: Contact Center

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 […]