Amazon Connect is an omnichannel cloud contact center that helps companies provide superior customer service across voice and chat at a lower cost than traditional contact center systems.
Omnichannel experience for agents and customers
Amazon Connect has a single UI across both voice and chat 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.
Intuitive graphical 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 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.
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.
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 also comes with integrated call recording for agent performance assessment to help monitor and improve customer experiences.
Natural language chatbots using Amazon Lex
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.
Web and mobile chat
Amazon Connect supports chat for web and mobile. Using the same contact flows, configuration, routing, analytics, and management tools as voice, Amazon Connect makes it easy for you to quickly offer chat as an engagement channel in your contact center, because you don’t have to learn new tools or switch between UIs, and you can reuse the same automated interactions you’ve already built for voice to automatically create chat contact flows. With Amazon Lex natively integrated within contact flows and chat, you require 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 supports all existing Amazon Connect compliance certifications.
Amazon Connect has a single UI and routing engine for calls and chat, increasing efficiency among agents. To minimize wait times and ensure an end customer gets the answer they need, it is important to route them to the right agent. With skills-based routing, Amazon Connect ensures contacts are sent to the right agent at the right time based on variable such as; availability, skill set, customer sentiment, and past history. This helps agents quickly and efficiently resolve issues.
Contact Lens for Amazon Connect
Contact Lens for Amazon Connect is a set of machine learning (ML) capabilities integrated into Amazon Connect. With Contact Lens for Amazon Connect, contact center supervisors can better understand the sentiment, trends, and compliance risks of customer conversations to effectively train agents, replicate successful interactions, and identify crucial company and product feedback.
Using AWS machine learning natural language processing (NLP) and speech-to-text, Contact Lens for Amazon Connect transcribes contact center calls to create a fully searchable archive and surface valuable customer insights. With Contact Lens for Amazon Connect, customer service supervisors can quickly and easily discover emerging themes and trends from customer conversations, directly in Amazon Connect. The machine learning models that power Contact Lens for Amazon Connect have been trained specifically to understand the nuances of contact center conversations including multiple languages and custom vocabularies. With Contact Lens for Amazon Connect, customer service supervisors can conduct fast, full-text search on call transcripts to quickly troubleshoot customer issues. They can also leverage call and chat-specific analytics, including sentiment analysis and silence detection to improve customer service agents’ performance. Using these integrated capabilities requires no technical expertise, and getting started takes just a few clicks in Amazon Connect.
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 out-of-the-box, 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 comes with pre-built integrations to popular Customer Relationship Management (CRM) systems, like Salesforce, with Workforce Management (WFM), and Workforce Optimization (WFO) suites for agent performance tracking, staffing forecasting and management. Amazon Connect also works with other AWS services like Amazon S3 and Amazon Kinesis for storing recorded calls or streaming detailed contact records in real-time to a data warehouse to merge with business intelligence systems for further analysis. There is also an API that can be used to build custom integrations.
Salesforce Service Cloud and Amazon Connect
More and more companies are relying on CRM solutions as a critical component for contact center agents as they store the most important information about customers. Traditionally, agents would need to operate in two or more different applications to gather customer information and take follow-up actions. With Salesforce Service Cloud and Amazon Connect, agents can see the important CRM data they need as they interact with customers - all from a single user interface. Fluid integration with Salesforce Service Cloud makes it easy for contact center operators to create personalized and dynamic customer experiences using 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. Learn more about the AWS and Amazon Connect strategic partnership »
Amazon Connect can easily implement Amazon Fraud Detector to identify potentially fraudulent activities. Your data helps power a machine learning (ML) model that automatically identifies fraud such as callers trying to steal customer account information. You can create unique fraud detection models with just a few clicks and no prior ML experience because Fraud Detector handles all of the ML heavy lifting for you.