Amazon Connect Tasks, a feature of Amazon Connect, makes it easier to prioritize, track, manage, and automate contact center agent tasks, improving agent productivity and ensuring customer issues are quickly resolved. Today, agents struggle to determine the priority of work and have to track their tasks and customer follow-up items manually. Manual tracking is time consuming and error prone, especially when tasks span multiple systems such as customer relationship management (CRM), ecommerce, and ticketing systems. Amazon Connect Tasks allows your agents to create and complete tasks in the same user interface where they take calls and chats. Managers can also use workflows to automate tasks that don’t require agent interaction. This results in improved agent productivity, leading to increased customer satisfaction.
Prioritize and distribute work across disparate applications
Amazon Connect Tasks allows managers to assign tasks to agents based on business priority and agent expertise. Tasks are managed through the same routing, configuration, analytics, and management tools you use today in Amazon Connect.
Automate repetitive workflows
Managers can streamline simple to complex workflows by automating complex processes and repetitive tasks and connecting and aggregating data across disparate applications.
View all tasks in one place
Improve agent productivity using the unified agent workspace, so agents save time and know exactly what task to do when. Agents can see task-related information such as task name, task attributes, and links to help them complete the task.
Track and monitor agent work
Get visibility into important metrics with dashboards to track tasks. Managers can view detailed information such as arrival time and average handle time, helping to adhere to SLAs and ensure work is completed on time.
Built-in third party connectors
Managers can create tasks in just a few clicks using built-in connectors for third-party applications such as Salesforce and Zendesk. Managers can also set up rules to automatically create tasks based on predefined conditions.
Fujitsu is an innovative, global information technology and services provider that helps organizations across multiple industries thrive in the modern digital world by driving new value from cutting-edge digital technologies.
“At Fujitsu, our IT services exist to keep our customers’ businesses running, and Amazon Connect empowers 5,300 of our contact center agents to better serve customers. Outside the 300,000 interactions our agents handle each month, they have to spend hours each day on additional tasks such as resolving open emails and tickets. This is a manual, time-consuming process that often leaves important tasks incomplete. Amazon Connect Tasks will allow our managers to prioritize, assign, and track all tasks. Through connectors to external applications such as Salesforce, Amazon Lex chatbots, and Amazon Pinpoint, we can automate tasks like follow-ups to customers. With Amazon Connect Tasks, we expect our agent productivity to improve 30% and expect to refine our customer experience even further with other Amazon Connect innovations.”
Alex Sanchez, Head of Global GDC Networks, Fujitsu
Sébastien Stormacq, 12/1/2020
Kun Qian and Magdalena Nedelcu, 8/6/2021
Q: How can I learn more about Amazon Connect?
For more information, see Amazon Connect.
Q: How do I get started with Tasks?
To get started with Tasks, log in to your Amazon Connect instance and enable Tasks in your routing profile. This blog post provides instructions on how to set up Amazon Connect Tasks for your contact center. To learn more, see our help documentation.
Q: What applications can you integrate Tasks with?
Tasks provides companies with built-in connectors to CRM applications (such as Salesforce and Zendesk) and APIs to integrate with any homegrown or business-specific applications.
Q: How much does Amazon Connect Tasks cost?
For pricing of Tasks and other Amazon Connect capabilities, see Amazon Connect pricing.
Q: How do Amazon Connect Cases and Amazon Connect Tasks work together?
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. For more information, see Amazon Connect Cases.
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