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Amazon Connect Cases

Track, collaborate on, and resolve customer issues quickly

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Overview

Amazon Connect Cases, a feature of Amazon Connect, allows your agents to track and manage customer issues that require multiple interactions, follow-up tasks, and teams in your contact center. Agents can document customer issues with all the relevant case details, such as date/time opened, issue summary, customer information, and status, in a single unified view. You can configure new cases to be automatically created or have agents create cases that document customers’ unique issues, such as product defects and billing inquiries, and then track each case to resolution. And since Cases is built into Amazon Connect, your agents can get started in a few clicks. By making it easier to track customer issues, Cases makes it possible to accelerate resolution times, improve efficiency, and reduce errors to help increase customer satisfaction.

View case history and activity in one place

Agents view the details of the customer issue, including calls, tasks, and chats associated with the case, and navigate to the customer information directly from the case, all within the unified agent workspace. The timeline view shows agents a case at a glance, removing the need for agents to go back and forth between applications.
Screenshot of the Amazon Connect user interface showing the case history and activity feed for a windshield damage insurance claim, including call activity, customer information, and case management options.

Automatically capture case data from your IVR and chatbots

Automatically create and update cases by using information gathered in a customer's self-service IVR or chatbot interaction. When agent assistance is required, the contact will then be routed to an available agent, with the relevant case attached, resulting in improved average handle time and first-contact resolution.
Screenshot of the Amazon Connect interface displaying a vehicle damage case template with form fields for insurance claims, including system and custom fields such as Title, Status, Summary, Customer, Policy Number, VIN, and Owner's fault.

Take action with task management

Reduce resolution time and improve efficiency by using Amazon Connect Tasks with Cases. With the addition of Tasks, which tracks the work that must be done to resolve the customer’s issue, a case will capture and include prior and pending actions needed to resolve the issue. This makes it easier for agents to create, prioritize, and monitor work assigned to other agents or teams.
Screenshot of the Amazon Connect task management dashboard displaying case details, task creation, and inbound call activities for a customer support workflow.

Get started in a few clicks

Turn on Cases and configure permissions, flows, fields, and templates, all within Amazon Connect. No third-party tools or integrations are required.
Screenshot of the Amazon Connect interface displaying the Cases Domain Details dashboard, showing details for a domain named 'edgar-test-domain' including status, ARN, and creation time.

Customer stories

Litigation Practice Group

At the Litigation Practice Group, we believe that each one of our customers deserves financial peace of mind. As a rapidly growing business, we needed the right technology partner for the long-term success and sustainability of our operation. In the past, we had been using an outdated contact center solution that was difficult to maintain, created inefficient bottlenecks, and lacked the customization and flexibility needed to effectively scale the company in the long term. Amazon Connect not only addresses many of the technological limitations we were facing but brings with it a suite of modern solutions for all our business needs. One of those needs is case management to handle operating activities, including payments, document control, and legal cases. Amazon Connect Cases seamlessly integrates with our existing contact center workflows. Our agents and legal teams now have full performance visibility and spend less time on manual tasks, creating more time to find solutions to enhance the customer journey.

Alex Miles, Director of Business Intelligence - Litigation Practice Group
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FAQs

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For more information, see Amazon Connect.

Yes. You must use the Amazon Connect Contact Control Panel (CCP) and Amazon Connect Customer Profiles, which will allow cases to be associated to a customer identity.

For pricing of Cases and other Amazon Connect capabilities, see Amazon Connect pricing.

Yes. Just as you can embed the Amazon Connect Contact Control Panel (CCP), Customer Profiles, and Amazon Q in Connect, you can embed Cases into an existing application via Amazon Connect APIs. 

A case represents a record of a customer’s unique issue, such as an insurance claim. A task can track the actions or work that must be done to resolve the customer’s issue (for example, review claim details, discuss with a claims adjuster, find a collision shop, and call to follow up with the customer). With the addition of Tasks, a case will record all prior and pending tasks associated with resolving the issue, including call and chat information. For every case, tasks can be created and accessed within the case UI, which is natively integrated in the agent workspace.

Cases provides a real-time case event stream that gives developers and partners access to case events that they can use to integrate into their data warehouse and build custom analytics, reports, and dashboards. To learn more about building your own dashboard, visit our blog or contact an AWS partner to learn about prebuilt case analytics solutions.

For latest region availability, see Amazon Connect feature availability by region.