Amazon Connect is an easy to use omnichannel cloud contact center that helps companies provide superior customer service across voice, chat, and tasks at a lower cost than traditional contact center systems.
Automation, Omnichannel, & Telephony
Amazon Connect has a single UI across voice, chat, and tasks for contact routing, queuing, analytics, and management. This omnichannel experience means that call center agents don't have to learn and work across multiple tools. With Amazon Connect you can also use the same automated interactions and chatbots across both channels, so you don’t have to rebuild interaction flows, increasing operational efficiency. For your end-customers this means they can interact with your agents on voice or chat based on factors such as personal preferences and wait times. Your customer 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. Amazon Connect’s omnichannel contact center improves customer experience while reducing resolution time. With Amazon Connect, you can build call flows, rules, and reports once and enable across channels.
Web and mobile chat
With Amazon Lex natively integrated within contact flows, routing, and chat, to service customers directly, requires no coding to add Natural Language Understanding (NLU) powered chatbots and for the context of the conversations to be passed automatically when escalated to a human agent. Amazon Connect chat supports asynchronous messaging, enabling you to give your customers and agents 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 contact flows, configuration, and routing.
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 keep track of tasks and follow up items for customers manually which is 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.
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.
Amazon Connect lets you make calls programmatically using the outbound contact API. You can schedule automated calls for appointment reminders, like doctor appointments and payment due notifications. You can also trigger automated notification calls in response to events, like notifying a customer about credit card fraud on their account. In addition, you can use the outbound contact API to initiate calls from other applications, such as CRM systems, using specific contact flows to inform customers about important information, such as when a service outage occurs.
Contact Control Panel
The Contact Control Panel (CCP) provides a single, easy to use interface for agents to receive calls, chat with contacts, transfer them to other agents, put them on hold, and perform other tasks. Amazon Connect’s CCP includes features that improve agent productivity, such as Amazon Connect Customer Profiles, Amazon Connect Tasks, and Amazon Connect Wisdom. 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.
Unified customer profiles
Amazon Connect Customer Profiles equips contact center agents with a more unified view of a customers’ current information to provide more personalized customer service. Customer Profiles automatically brings together customer information from multiple applications into a unified customer profile, delivered to agents at the beginning of the customer interaction. Today, customer information lives across multiple disparate business applications, giving agents an incomplete view of a customer’s situation. Amazon Connect Customer Profiles aggregates customer data with built-in connectors for third-party applications like Salesforce, ServiceNow, Zendesk, and Marketo. When a customer calls in, Customer Profiles scans and matches phone numbers or customer IDs to customer information located in connected applications and surfaces a unified profile to the agent. Customer Profiles combines contact history information from Amazon Connect like the number of holds, transcripts, customer sentiment with customer information from CRMs, e-commerce, and order management applications like phone number, address, and current order status. With Amazon Connect Customer Profiles, agents have all the customer information they need in a single place, so they can deliver more personalized customer service. Learn more about Amazon Connect Customer Profiles.
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.
Machine Learning & Artificial Intelligence
Amazon Connect Wisdom uses machine learning (ML) to drastically reduce the time agents spend searching for answers. Today, knowledge articles, wikis, and FAQs are spread across separate repositories and siloes. Agents lose a lot of time trying to navigate all those different sources of information, and in the meantime, the customer waits for an answer. With Wisdom, agents use ML to search across connected repositories based on phrases and questions exactly as the customer would ask them, in order to quickly find answers. Amazon Connect Wisdom helps customers connect relevant knowledge repositories with built-in connectors for third-party applications like Salesforce and ServiceNow, or other internal wikis, FAQ stores, and file shares. In addition, Wisdom uses real-time speech analytics to detect customer issues during calls and provide agents recommendations and answers. Wisdom helps provide faster issue resolution and improved customer satisfaction. Learn more about Amazon Connect Wisdom.
Amazon Connect Voice ID uses machine learning to provide real-time caller authentication to make voice interactions faster and more secure. Historically, contact centers have used a time-consuming knowledge-based authentication process where callers have to answer multiple questions based on personal details, like social security number, date of birth, and mother’s maiden name. Amazon Connect Voice ID allows customers to opt-in to streamline their authentication. Voice ID will analyze speech attributes to create a digital voiceprint. When callers call back, Voice ID matches their claimed identity with the digital voiceprint and generates an authentication decision for the caller, creating a faster and a more secure customer interaction. Learn more about Amazon Connect Voice ID.
Real-time speech & 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 and product feedback. Supervisors can conduct fast full-text search on all transcripts to quickly troubleshoot customer issues. In addition, with real-time capabilities, you can get alerted to issues during live customer calls and deliver proactive assistance to agents while calls are in progress, improving customer satisfaction. Learn more about Contact Lens for Amazon Connect.
Natural language chatbots
You can easily build natural language chatbot contact flows using Amazon Lex, an AWS 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.
Set up, Administration, & Reporting
Simple self-service and contact flow builder
An Amazon Connect contact 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, transferring to appropriate queue, etc. Using Amazon Connect’s contact flow builder’s graphical user interface, contact center managers can easily create dynamic, personal, and automated customer experiences, without the need to write a single line of code. Amazon Connect makes it possible to design automated contact flows that dynamically adapt to the caller experience in real-time. In addition, Amazon Connect is highly flexible and allows you to leverage other AWS services in Amazon Connect. Using AWS Lambda, you can create targeted and personal experiences by accessing virtually any back-end system and easily pull in information such as: past purchases, contact history, and customer tendencies, which can be used to anticipate end-customer needs and deliver answers to questions before they are even asked.
You can also design contact flows to change based on information retrieved by Amazon Connect from AWS services (e.g. Amazon DynamoDB, Amazon Redshift, or Amazon Aurora) or third-party systems (e.g. CRM or analytics solutions). For example, an airline could design a contact flow to recognize a caller’s phone number, look up their travel schedule in a booking database, and present options like “rebook,” or “cancel” if the caller just missed a flight. Customers can also build contact flows that understand natural language using Amazon Lex, an AI service that has the same automatic speech recognition (ASR) and natural language understanding (NLU) technology that powers Amazon Alexa, so callers can simply 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.
Amazon Connect also comes with integrated call recording for agent performance assessment to help monitor and improve customer experiences.
Ecosystems, Integrations, & Partners
Amazon Connect has a wide ecosystem of technology partners who provide integrations that can be quickly deployed in a few simple 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.