Amazon Connect agent workspace is a single, intuitive application that provides your agents with all the customer information and step-by-step guidance they need to onboard faster, resolve issues more efficiently, and improve customer experiences. Contact center agents are often required to use many separate applications in order to manage even a single customer interaction, increasing handling times and frustrating customers. Amazon Connect agent workspace integrates your entire agent experience into one screen, empowering agents to more easily delight customers.
Display everything in a single agent experience
With Amazon Connect agent workspace, contact center managers can provide agents with a single, unified application for efficiently handling customer needs. When agents accept calls, chats, messages, and tasks, they can view updated customer information, receive generative AI recommendations, manage complex issues, and use step-by-step guidance to resolve issues quickly. The agent workspace delivers these capabilities out-of-the box and also allows you to integrate third-party applications (e.g., billing, scheduling, or ordering systems).
Guide agents to faster resolutions
Resolve customer issues quickly and accurately by automatically identifying customer issues and recommending appropriate actions to take with step-by-step guides. Create guides that walk agents through the steps needed to efficiently resolve a contact during a customer interaction.
Design your agent workflows and guides easily
With no coding, you can present the right information to your agents, at the right time. Contact center managers can use the no-code drag-and-drop interface to easily design and modify agent UI and workflows. Workflows (i.e., Amazon Connect flows) use the same building blocks as contact routing, enabling you to seamlessly pass customer context from your IVR and chatbots to your agents based on context such as call queue and customer information.
“Today, Amazon Connect is integrated into our homegrown agent desktop to assist agents as they help our customers with inquiries about workplace benefits and claims. Now that Amazon Connect has embedded step-by-step guides directly in the Amazon Connect agent workspace, we can sunset our current tool and reduce IT development costs for agent desktops by 15-20%. As we implement more use cases, guides will enable us to organize workflows for our agents, helping them seamlessly identify customers, disposition contacts, and add notes in one screen instead of five. Because guides use Amazon Connect’s drag-and-drop flows builder, our managers will be able to easily design, deploy, and modify workflows to innovate our agent experience more quickly than we can with our current tool.”
Roshan Ramamoorthy, AVP - IT Delivery, Unum
Q: How can I learn more about Amazon Connect?
To learn more about Amazon Connect, see the Amazon Connect details page.
Q: How will my agents use the agent workspace?
By using the same login credentials as Amazon Connect, agents can log in to the agent workspace to get immediate access to every agent feature (Contact Control Panel, Customer Profiles, Cases, Voice ID). When a call, chat, message, or task comes in, any enabled feature will automatically surface contextually relevant views, such as who is the customer, what is their problem, and solutions to that problem, which helps the agent resolve issues faster. Every Amazon Connect instance comes with the agent workspace enabled by default. To help your agents log in, see the Administrator Guide.
Q: What kind of applications can I integrate into the agent workspace?
To offer a single workspace for your agents while supporting your company’s specific use cases, you can integrate homegrown and vendor-built applications, such as a custom insurance policy portal or the FedEx order tracker, using self-service onboarding or Connect APIs. If you would like to learn how to integrate or build a third-party application, visit the Developer Guide.
Q: What is the difference between the Amazon Connect agent workspace and the Contact Control Panel?
The agent workspace is a web application that allows you to access the Contact Control Panel (CCP), guides, Customer Profiles, Cases, and Amazon Q in Connect - accessed from: https://instance name.my.connect.aws/agent-app-v2/. Agent workspace users automatically have access to the latest features, capabilities, and updates. The CCP is a web application that contact center agents use to manage calls, chats, and tasks - accessed from: https://instance name.my.connect.aws/ccp-v2/. Customers use the CCP within workspace (navigate to /agent-app-v2), as a standalone web application (navigate to /ccp-v2), or by embedding it into their own app (use StreamsJS).
Q. How do I set up a step-by-step guide?
You can create custom workflows and step-by-step guides for your agent workspace by using the Amazon Connect no-code, drag-and-drop interface. For more details, see the Administrator Guide.
Q: When are relevant step-by-step guides triggered and presented to your agents?
In your contact flows, you determine which guides are shown to an agent under specified conditions. For example, you can surface 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.
US East (N. Virginia), US West (Oregon), Canada (Central), Africa (Cape Town), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Europe (Frankfurt), Europe (London), and AWS GovCloud (US-West). We support third-party applications in US East (N. Virginia), US West (Oregon), Asia Pacific (Sydney), and Europe (London).