AWS Contact Center

Tag: cases

Simplify case management in your contact center using Amazon Connect Cases

Often contact center agents struggle to locate customer information that is stored in disparate locations. As a result they end up asking the customers to repeat their details, resulting in longer average handle times (AHT). These interactions, also need to be tracked along with detailed notes, next steps, and status of the issue at hand. […]

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Amazon Connect adds new capabilities to improve contact center productivity and customer experiences

Amazon Connect Cases now in preview, Amazon Connect outbound campaigns & Amazon Lex Automated Chatbot Designer in general availability Amazon Connect Cases (Available in preview) Amazon Connect Cases is a new case management feature built into Amazon Connect that makes it easy for contact center agents to track, collaborate on, and resolve customer cases quickly. […]

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