Telephony, omnichannel, and automation

Telephony

Amazon Connect manages a network of telephony providers from around the world, removing the need for you to manage multiple vendors, negotiate complex multi-year contracts, or commit to peak call volumes. Its telephony service includes direct inward dial (DID) and toll-free phone numbers in 20+ countries worldwide. There are also 200+ outbound calling destinations available. The telephony-as-a service model also offers proactive monitoring from telephony experts, which can scale up and down at a moment’s notice. Best of all, you only pay for what you use with pay-as-you-go pricing. 

High-quality audio

Sound quality in a call impacts productivity. When your customers can’t hear you clearly, it can lead to wasted time and frustration. With Amazon Connect, calls are made over the internet from a computing device like a PC, using the Amazon Connect softphone. The Amazon Connect softphone delivers high-quality 16kHz audio and is resistant to packet loss to ensure a high-quality call experience.

Omnichannel outbound campaigns

Amazon Connect outbound campaigns helps you communicate across voice, SMS, and email to serve your customers quickly and improve agent productivity, while supporting compliance with local regulations. Using the Amazon Connect admin console, create campaigns to contact up to millions of customers daily for handling appointment reminders, marketing promotions, deliveries, and billing reminders. Specify the contact list, channel, message, and even pre-recorded audio to play before connecting customers to agents for live service. You can more efficiently communicate with customers across channels at scale, without having to perform difficult and expensive third-party integrations. Learn more about outbound campaigns.

Predictive dialer with answering machine detection

Amazon Connect outbound campaigns includes a predictive dialer that is designed to automatically call customers on a list, while throttling outreach based on predicted agent availability. The dialer also uses a machine learning (ML) model to distinguish between a live customer, voicemail greeting, or busy signal, connecting agents only with live customers. There are two dialer modes that can be configured: progressive and predictive. With the progressive mode, the dialer doesn't dial until the agent becomes available. You can use this mode when reaching customers is more important than optimizing agent talk time. With the predictive mode, the pacing of calls is based on predicted agent availability and near real-time statistics. This mode is best for high-volume campaigns where maximizing agent talk time is the most important metric. Learn more about outbound campaigns.

Web and mobile chat

With Amazon Lex natively integrated within Amazon Connect, no coding is required for adding chatbots that have natural language understanding (NLU) and for the context of conversations to be passed automatically when escalated to a human agent. Amazon Connect Chat supports asynchronous messaging, so your customers and agents have the ability to message without being available at the same time. Chats are secure and encrypted and support all existing Amazon Connect compliance certifications. Amazon Connect also offers native integration with Apple Business Chat, enabling your agents to support customers through the same popular iOS Messaging application that they use every day. Management for Apple Business Chat is easy because it uses Amazon Connect flows, configuration, and routing.

Omnichannel routing

Amazon Connect has a single user interface (UI) across voice, chat, and tasks for contact routing, queuing, analytics, and management. This omnichannel experience means your call center agents don't have to learn and work across multiple tools. The same automated interactions and chatbots can be used across both channels, increasing operational efficiency because you don’t have to rebuild interaction flows. Customers can interact with your agents on voice or chat based on factors such as personal preferences and wait times. Customers can keep working with the same agent across channels, but if it’s a different agent, their interaction history is preserved, so they don’t have to repeat themselves. The omnichannel contact center improves customer experience while reducing resolution time. With Amazon Connect, you can build call flows, rules, and reports once and enable them across channels.

Task management

Follow-up items to resolve customer issues and requests are essential to maintaining high customer satisfaction. Amazon Connect Tasks makes it easy for you to prioritize, assign, and track agent tasks to completion, including work in external applications to ensure customer issues are quickly resolved. Today, agents who keep track of tasks and follow-up items for customers manually know that it’s difficult and error prone, especially when a task spans multiple systems. Amazon Connect Tasks allows your agents to create and complete tasks just like they do a call or chat. You can also use workflows to automate tasks that don't require agent interaction. This results in improved agent productivity leading to increased customer satisfaction. Learn more about Amazon Connect Tasks.

Contact center automation

Amazon Connect works on behalf of your supervisors and agents to save time and money while providing your customers with the best possible contact center experience. Amazon Connect has self-service tools and intelligent automation, such as natural language chatbots, interactive voice response (IVR), and automated customer voice authentication. Amazon Connect provides a seamless omnichannel experience for agents and managers for voice, chat, and task management to ensure customers are routed with their conversation's full context or work across applications when switching channels. Once Amazon Connect has identified the customer’s needs, skills-based routing matches them with the best available agent most likely to resolve their issue. Amazon Connect has all the automation capabilities you need to improve efficiency and reduce agent time performing repetitive functions.

Rules engine

Automatically define filers based on information such as specific keywords and phrases extracted from a customer-agent conversation using real-time or post-call rules in Contact Lens for Amazon Connect. For example, you can set up a rule to alert QA managers when a VIP customer mentions “cancel my subscription,” or to inform the sales team when a new customer mentions “I’d like to upgrade my account,” assigning and routing an Amazon Connect task to the next available agent.

Agent experience

Agent application

Amazon Connect’s agent application consolidates all agent features into one easy to use experience, helping to save your agents valuable time and increasing their productivity. It combines the Contact Control Panel (CCP) with other Amazon Connect agent capabilities, such as task management, customer information, knowledge assist, and workforce schedules into a single UI.

Contact Control Panel

The Contact Control Panel (CCP) provides a single, easy to use communication interface for agents to receive calls, chat with contacts, transfer them to other agents, put them on hold, and perform other tasks. It is also easy to customize your agent experience allowing you to integrate your external applications like CRM or marketing automation. Learn more about the CCP

Skills-based routing

Amazon Connect has a single UI and routing engine for calls and chat, increasing efficiency among agents. Efficient routing is important to minimize wait times and ensure an end customer gets the answer they need. With skills-based routing, Amazon Connect ensures contacts are sent to the right agent at the right time based on variables such as availability, skillset, customer sentiment, and past history. This helps agents quickly and efficiently resolve issues.

Unified customer profiles

Amazon Connect Customer Profiles brings together information from multiple applications into a unified customer profile to automate interactions and help your agents improve customer service. It aggregates customer data with built-in connectors for third-party applications like Salesforce, ServiceNow, Zendesk, and Marketo. When a customer contacts the contact center, Amazon Connect Customer Profiles scans and matches phone numbers or customer IDs to customer information located in connected applications. It also combines contact history information from Amazon Connect—for example, the number of holds, transcripts, and customer information from CRMs. Learn more about Amazon Connect Customer Profiles.

Case management (preview)

Amazon Connect Cases (preview) allows agents to quickly track and manage customer issues that require multiple interactions, follow-up tasks, and teams in your contact center. Agents can easily 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 the case to its resolution. And since Cases is built into Amazon Connect, your agents can get started in a few clicks. By making it easy to track customer issues, Cases reduces resolution times, improves efficiency, reduces errors, tracks outcomes, and increases customer satisfaction. Learn more about Amazon Connect Cases.

Artificial intelligence and machine learning

Agent assist

Amazon Connect Wisdom uses ML to make it easier for agents to find the information they need to solve customer issues in real time. Amazon Connect Wisdom links relevant knowledge repositories with built-in connectors for third-party applications, such as Salesforce and ServiceNow, and with internal wikis, FAQ stores, and file shares. Additionally, it uses ML-powered speech analytics in Contact Lens for Amazon Connect to automatically detect customer issues during calls and recommend content to your agents in real time, helping them resolve the issue without having to manually search. Learn more about Amazon Connect Wisdom.

Caller authentication and fraud risk detection

Amazon Connect Voice ID uses ML to provide real-time caller authentication and fraud risk detection to make voice interactions faster and more secure. Amazon Connect Voice ID analyzes caller's unique voice characteristics and carrier network metadata to provide your agents and self-service interactive voice response (IVR) systems with a real-time decision on a caller's identity for faster and more accurate verification. Amazon Connect Voice ID also screens for fraudulent actors in real time, based on your contact center’s custom watchlist, reducing potential losses from fraudulent attacks. Learn more about Amazon Connect Voice ID.

Real-time speech and sentiment analysis

Contact Lens for Amazon Connect enables you to better understand the sentiment, trends, and compliance of customer conversations in your contact center. This helps supervisors train agents, replicate successful interactions, and identify crucial company feedback. Supervisors can conduct fast full-text search on all transcripts to quickly troubleshoot customer issues. Using real-time analytics powered by ML, you can also get alerted to issues during live customer calls and deliver coaching to agents while calls are in progress, improving customer satisfaction. Learn more about Contact Lens for Amazon Connect.

Call summarization

With call summarization, a capability of Contact Lens, important aspects of each customer call are automatically summarized, such as the outcome of the agent’s actions and any follow-up items (for example, issuing a refund) to complete the request for the customer. Your contact center agents and supervisors can easily access the call summary with just a few clicks in Amazon Connect without requiring any technical expertise. Learn more about call summarization.

Data redaction

Data redaction, or data masking, automatically detects sensitive data such as name, address, and Social Security number and removes or hides it within call recordings and transcripts. In addition, businesses can protect sensitive customer information by controlling access to the redacted and non-redacted data through user-defined permission groups. Learn more about Contact Lens for Amazon Connect.

Natural language chatbots with automated design

You can easily build natural language chatbot flows using Amazon Lex, an AWS artificial intelligence (AI) service that is natively integrated within Amazon Connect and has the same automatic speech recognition (ASR) technology and natural language understanding (NLU) that powers Amazon Alexa. 

Forecasting, capacity planning, and agent scheduling (preview)

Contact forecasting

Forecasting predicts customer service contact volumes in your contact center with high accuracy. With at least 6 months of historical contact data, forecasting uses machine learning to identify patterns and offer accurate short-term (15- or 30-minute intervals) and long-term (daily, weekly, and monthly) forecasts to help optimize operational accuracy and efficiency. Forecasting can be updated and published to improve capacity planning and agent scheduling.

Capacity planning

Use capacity planning to determine ideal staffing levels based on forecasted service requests for your contact center. Estimate full-time equivalent (FTE) and staffing budgets, conduct what-if analysis to optimize service-level targets, and then share with HR, finance, and training to facilitate strategic, long-term resource planning. A primary output of capacity planning is understanding how many FTEs are required to meet the service-level target for a certain period of time. This FTE requirement can be shared with other stakeholders, such as HR, finance, and training departments, to facilitate the staff hiring and training processes.

Scheduling

Ensure you have the right agent at the right time to support customer demand. Scheduling works with forecasting and capacity planning to optimize schedules based on your number of agents, business rules, and operational service-level goals. Contact center schedulers can adjust and view the impact of these changes on agent occupancy and staffing. Contact center schedules can be published for agents to view in the Amazon Connect agent application. Supervisors can view and schedule adjustments in real time based on intraday needs.

Setup, administration, and reporting

Self-service and flow builder

An Amazon Connect flow defines the customer experience with your contact center from start to finish, including setting logging behavior, setting text-to-speech language and voice, capturing customer inputs (spoken or by pressing 0–9 on the phone keypad), playing prompts, and transferring to an appropriate queue. With the flow builder’s GUI in Amazon Connect, contact center managers can easily create dynamic, personal, and automated customer experiences without needing to write a single line of code. Amazon Connect makes it possible to design automated flows that dynamically adapt to the caller experience in real time. With Amazon Connect, you also have the flexibility to use other AWS services. Using AWS Lambda, you can create targeted and personal experiences by accessing virtually any backend system and easily pulling in information, such as past purchases, contact history, and customer tendencies, that can be used to anticipate end-customer needs and deliver answers to questions before they are even asked.

You can also design flows to change based on information retrieved by Amazon Connect from AWS services (such as Amazon DynamoDB, Amazon Redshift, or Amazon Aurora) or third-party systems (such as CRM or analytics solutions). For example, an airline could design a flow to recognize a caller’s phone number, look up their travel schedule in a booking database, and present options such as “rebook” or “cancel” if the caller just missed a flight. Customers can also use Amazon Lex, an AI service that has the same ASR and NLU technology that powers Amazon Alexa, to build flows that understand natural language, so callers can say what they want instead of having to listen to long lists of menu options and guess which one is most closely related to what they want to do.

Real-time and historical analytics

Understanding your contact center at the most granular level is key to improving performance and lowering costs. Amazon Connect offers powerful analytics tools, including a visual dashboard with customizable real-time and historical metrics. With Amazon Connect you can also stream your most detailed contact metrics to the data lake of your choice where you can join and analyze them with other data like conversion rates or customer satisfaction. This enables your contact center manager to make data-driven decisions to increase agent productivity and reduce customer wait times. Historical metrics also provide longer-term insights to identify common trends with customer issues and overall operational performance.

Call recording

Amazon Connect also comes with integrated call recording for agent performance assessment to help monitor and improve customer experiences.

Integrations and partners

Partner integrations

Amazon Connect has a broad ecosystem of technology partners who provide integrations that can be quickly deployed in a few steps. There are partner integrations for workforce management and organization (WFM/WFO), mapping and location services, sales and service (CRM), and more. We also have an extensive API reference guide for Amazon Connect to help you build custom integrations.

Salesforce Service Cloud Voice powered by Amazon Connect

Salesforce Service Cloud Voice natively integrates intelligent telephony into your Salesforce (CRM) to improve the agent experience. Agents use an intuitive softphone that combines the power of Amazon Connect, including real-time call transcription, to better serve your customers. Salesforce Service Cloud Voice brings voice calls and your digital channels together so your support agents can help customers at the right time using the channel that customers prefer. Learn more about Salesforce Service Cloud Voice and AWS's partnership with Salesforce.

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