Amazon Connect Agent Workspace

Empower agents with a unified experience, including step-by-step guides

Amazon Connect agent workspace is a single, intuitive application that provides your agents with the tools and step-by-step guidance needed to onboard quickly, resolve issues efficiently, and improve customer experiences. Currently, contact center agents might be required to use more than seven applications to handle each customer interaction, digging through various tools to handle simple requests and frustrating customers on hold. Out-of-the-box, agent workspace integrates all of your agent tools on one screen. When an agent accepts a call, chat, or task, they’re given necessary information about the case and customer plus real-time recommendations. Furthermore, the agent is presented with one-step actions to resolve the customer’s issue faster.

Amazon Connect Agent Workspace

Display everything in a single agent experience

With agent workspace, you can provide agents with a single, unified application for their tools. When agents accept calls, chats, and tasks, they can view customer information, authenticate customers, search articles and receive real-time recommendations, manage complex cases, and use step-by-step guidance to quickly resolve issues. Agent workspace delivers these capabilities immediately on activation and is extensible with your existing applications.

Step-by-step guides for faster resolutions (preview)

Resolve customer issues faster and more accurately by automatically identifying issues and recommending appropriate actions using step-by-step guides. You can create guides that walk agents through tailored views that focus on what must be seen or done by the agent at a given moment during an interaction. You can design workflows for various types of customer interactions and present agents with different step-by-step guides based on context, such as call queue, customer information, and interactive voice response (IVR). For example, when a customer calls, agent workspace presents the agent with the likely issue based on the customer’s history or current context (for instance, a lost order). Then, agent workspace guides the agent through the actions needed to resolve the issue quickly (such as initiating a replacement order).

Quickly design your agent workflows

With no coding, you can provide step-by-step guides, agent tools, homegrown and third-party applications, and design agent workflows. You can use the Amazon Connect drag-and-drop interface to design and modify agent workflows.

Customers

Kentucky Transportation Cabinet
“At Kentucky Transportation Cabinet (KYTC), our mission is to provide a safe, efficient, environmentally sound and fiscally responsible transportation system for the citizens of Kentucky. This means that our contact center handles simple calls about license renewals to complex ones like commercial vehicle permits - and doing so successfully starts with our agents. However, our previous contact center technology was incredibly complex because our agents were required to learn, use, and manage many applications. We migrated to Amazon Connect and immediately started using its agent workspace to provide agents everything they need to resolve customer issues, access customer data, and review knowledge repositories in a single application, without writing any code. By equipping our agents with tools like case management, ML-powered real-time knowledge recommendations, and customer profiles, we’ve been able to cut our average citizen wait time in half and cut agent training time by more than 50%.”

Drew Clark, Business Analyst – Kentucky Transportation Cabinet

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Amazon Connect Cases


Track, collaborate on, and resolve customer issues quickly.


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Amazon Connect Customer Profiles

Enable agents to deliver faster, more personalized customer service.


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Amazon Connect Tasks


Prioritize, track, manage, and automate contact center agent tasks.


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Amazon Connect Wisdom


Deliver agents the information they need to solve issues in real-time.


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Amazon Connect Voice ID


Real-time caller authentication and fraud risk detection using ML-powered voice analysis. 

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FAQs

Q: How can I learn more about Amazon Connect?

For more information, see Amazon Connect.

Q: How will my agents use agent workspace?

Using the same login credentials as Amazon Connect, agents can log in to agent workspace to get near-immediate access to every agent capability (contact control panel, customer profiles, cases, and voice ID). Once a call, chat, or task comes in, any activated capability will provide contextually relevant views, such as who is the customer, what is their problem, and solutions to that problem. This automatically delivered information helps the agent resolve issues faster. Every Amazon Connect instance by default comes with agent workspace enabled. Learn more with the Amazon Connect Agent Workspace User Guide.

Q: What kind of applications can I integrate into agent workspace?

Using Amazon Connect flows, you are able to integrate homegrown and third-party application data from disparate systems into a single agent workspace.

Q: What is the difference between agent workspace and the Amazon Connect Contact Control Panel (CCP)?

The CCP is activated natively by default within Amazon Connect agent workspace. The CCP is a web-based application that allows contact center agents to handle calls, chats, and tasks.

Q. How do I set up a step-by-step guide?

You create custom workflows and step-by-step guides for agent workspace using the Amazon Connect no-code, drag-and-drop interface. For more details, visit our admin documentation.

Q: When are relevant step-by-step guides triggered and presented to your agents?

In your flows, you determine which guides are shown to an agent under specified conditions. For example, you can present Guide A for your agents every time a contact comes through Queue A. Alternatively, you can surface specific guides depending on different IVR inputs. Configuration is customizable for your business needs.

Regions available:

US East (N. Virginia), US West (Oregon), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), and Europe (London).

Conversational analytics (real time) for speech are available in the US East (N. Virginia), US West (Oregon), Asia Pacific (Seoul), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), and Europe (London).

We support step-by-step guides in US East (N. Virginia), Europe (London), and Asia Pacific (Sydney).

Learn more about Amazon Connect
Learn more about Amazon Connect

Visit the Product Overview page.

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Start building on the console
Start building on the console

Get started building with Amazon Connect Tasks in the AWS Management Console.