Amazon Connect Customer Documentation
Omnichannel and Self-Service
Telephony
Amazon Connect Customer manages a network of telephony providers worldwide, helping to eliminate the need for you to manage multiple vendors, negotiate complex multi-year contracts, or commit to peak call volumes. The telephony service includes direct inward dial (DID) and toll-free phone numbers across countries, national outbound numbers, and international dialing capabilities from supported AWS commercial regions. Customers benefit from the AWS network and Amazon Connect Customer's connections to carriers.
In-app, web, and video calling with screen share
Amazon Connect Customer offers in-app, web, and video calling capabilities designed to help deliver voice and video experiences on your websites and mobile applications. Using a communication widget or SDK, you can implement these capabilities. With screen sharing, agents can gain an understanding of the issue and help guide customers. These features enable customers to contact you without leaving your web or mobile application. Additionally, you can pass contextual information to help personalize customer interactions and next steps based on attributes in their customer profiles. These capabilities use the same routing, configuration, analytics, and management tools as other Amazon Connect Customer channels, allowing you to deliver an omnichannel experience.
High-quality audio
With Amazon Connect Customer, calls are made over the internet from a computing device, using the Amazon Connect Customer softphone. The softphone is designed to deliver high-quality audio.
Drag-and-drop workflow designer
Amazon Connect Customer flows is a drag-and-drop workflow designer you can use to create, personalize, and help automate customer and agent experiences across channels. With flows, you can design your interactive voice response (IVR) or chatbot experiences to help your customers self-serve, build guides for your agents to help resolve issues, and create and manage how tasks are handled for your agents. Flows also has integration with AWS Lambda, allowing you to build custom experiences that help automate processes across other AWS services or third-party systems. Amazon Connect Customer flows allows you to create workflow experiences to support your contact center.
Agentic self-service
Amazon Connect Customer enables businesses to deliver conversational experiences through interactive voice response (IVR) and chatbots, and agentic AI designed to navigate processes and take action on behalf of customers. The drag-and-drop workflows allow businesses to create self-service experiences in a single application, while customizable virtual assistants across voice and digital channels can handle support requests in multiple languages.
Amazon Connect Customer email helps you prioritize, assign, and help automate the resolution of customer service emails. You can receive and respond to emails sent by customers to business addresses or submitted via web forms on your website or mobile app. Set up auto-responses, prioritize emails, create or update cases, and route emails to available agents when agent assistance is required. Email uses the same routing, configuration, analytics, and management tools as other Amazon Connect Customer channels, allowing you to deliver an omnichannel experience. Additionally, these capabilities work with Amazon Connect Customer outbound campaigns, enabling you to deliver email communications.
Chat and messaging
Amazon Connect Customer provides communication through chat, SMS, and messaging capabilities, offering customers and agents the flexibility to interact. It enables collection of customer data within chat by supporting inline interactions. By offering integration with WhatsApp Business messaging and Apple Messages for Business, Amazon Connect Customer allows customers to use their communication channels. With Amazon Connect Customer for WhatsApp Business messaging, you can leverage the chatbots you use, while also offering interactive messaging capabilities. These capabilities utilize the same routing, configuration, analytics, and management tools as other Amazon Connect Customer channels, enabling you to deliver an omnichannel experience.
Omnichannel outbound campaigns
Amazon Connect Customer outbound campaigns help you design and help automate customer engagement across voice, SMS, email, and WhatsApp while supporting compliance with local regulations. Create campaigns to engage customers for handling appointment reminders, marketing promotions, deliveries, and billing reminders. Specify the contact list, channel, message, and pre-recorded audio to play before connecting customers to agents for live service.
Predictive dialer with answering machine detection
Amazon Connect Customer outbound campaigns includes a predictive dialer designed to call customers on a list, while throttling outreach based on predicted agent availability. The dialer also uses a machine learning (ML) model designed to distinguish between a live customer, voicemail greeting, or busy signal. There are four dialer modes that can be configured: predictive, progressive, preview, and agentless. With the predictive mode, the pacing of calls is based on predicted agent availability and statistics. With the progressive mode, the dialer doesn't dial until the agent becomes available. Preview mode gives agents customer context before placing calls, allowing them to choose when to connect. With the agentless mode, provide voice notifications with no agents required.
Omnichannel routing
Amazon Connect Customer has a single user interface (UI) across voice, chat, email, 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. Interaction flows work across voice and chat. Customers can interact with your agents on channels based on factors such as personal preferences and wait times. Customers can work with the same agent across channels, and if it's a different agent their interaction history is preserved. With Amazon Connect Customer, you can build call flows, rules, and reports and facilitate their use across channels.
Skills-based routing
Amazon Connect Customer has a single UI and routing engine for calls and chat. With skills-based routing, Amazon Connect Customer routes contacts to agents based on variables such as availability, skillset, customer sentiment, and past history.
Task management
Amazon Connect Customer Tasks helps you prioritize, assign, and track agent tasks to completion, including work in external applications, to help resolve customer issues. You can also use workflows to help automate tasks that don't require agent interaction.
Rules engine
Help automate performance monitoring and perform actions based on the conditions of your contact center. Rules enable quality managers to check conversations for compliance with company policies or regulatory requirements by specifying criteria using conversational analytics. Rules also provides supervisors with alerts on customer experience and agent performance. Businesses can set up alerts and actions based on performance of the contact center.
Speech and voice capabilities
Amazon Connect Customer offers speech processing capabilities designed to enable conversations between customers and automated experiences. Through the integration of Nova speech-to-speech models, businesses can deliver voice experiences with bi-directional streaming support that works with Amazon Connect Customer flows. This integration provides analytics through the Connect Customer data lake, allowing businesses to gain insights into their voice interactions. Amazon Connect Customer also provides flexibility to integrate third-party Automated Speech Recognition (ASR) and text-to-speech (TTS) providers. These third-party integrations can be configured and managed within Amazon Connect Customer.
Agent Productivity
Agent workspace
Amazon Connect Customer agent workspace is a single application designed to provide your agents with tools and guidance. From one application your agents can view customer information, work on tasks, view workforce schedules, leverage AI-powered agent assist, and track and manage customer issues that require multiple interactions. It offers personalization options and customizable themes to match your organization's branding. Amazon Connect Customer also integrates with third-party applications you use.
Step-by-step agent guides
Help resolve customer issues by identifying and recommending actions using guides. Using a drag-and-drop workflow designer, create tailored guides that walk agents through steps to help resolve a customer issue. Guides can be used for various types of customer interactions and are presented to the agent in the agent workspace based on context like call queue, customer information, or customer self-service responses. Amazon Connect Customer integrates guides with your applications so you can provide customer context to agents during the interaction. Guides can also be surfaced to your customers as a chat self-service option.
AI-powered agent assist
Amazon Connect Customer analyzes customer calls and messages and uses AI designed to deliver agents information to help solve customer issues, designed to help improve agent productivity and customer satisfaction. Amazon Connect Customer is designed to detect customer issues from the conversation, and uses AI to provide agents responses and recommended actions, including guides, based on conversation context, customer information, and information from your company's content and website.
AI-powered post-contact summaries
Help streamline post-contact work with AI-powered summaries of customer conversations designed to be structured and concise. These summaries are designed to capture information from customer conversations after a contact ends, so agents and supervisors can review them, understand context, and take actions.
Unified customer profiles
Amazon Connect Customer: Customer Profiles gives your agents a view of customer information in one place. It pulls customer data from across your business, creating unified customer profiles by matching identifiers like phone numbers and email addresses. Using AI, Amazon Connect Customer combines contact history, customer sentiment, and product interactions to help deliver product recommendations based on behavior and historical data. This means your agents see customer information and suggestions without switching between multiple applications. Teams can create behavior-based triggers and leverage preconfigured agents for cross-sell and upsell opportunities, designed to help drive value from interactions.
Case management
Amazon Connect Customer Cases allows agents to manage customer issues that require multiple interactions, track follow-up tasks, and access subject matter experts across a business. Agents can document customer issues in a single view with case details, such as date/time opened, issue summary, customer information, and status. Built-in capabilities are designed to summarize case information, including contacts, case fields, and comments, helping agents understand case context. You can configure new cases to be created or have agents create cases. Document customers' issues and track the case to its resolution.
Contact Control Panel
The Amazon Connect Customer Contact Control Panel (CCP) provides a communication interface for agents to receive calls and chats with contacts. Agents can transfer contacts to other agents, put contacts on hold, and perform other tasks. The CCP is built into the Amazon Connect Customer agent workspace but can also be used separately. For example, you can integrate and customize an agent experience alongside other applications such as CRM or marketing automation.
Analytics, Insights, and Optimization
Real-time conversational analytics with sentiment analysis
Amazon Connect Customer allows you to understand the sentiment and trends of voice and chat conversations. This helps supervisors coach agents and identify company feedback. Supervisors can conduct search on transcripts to help troubleshoot customer issues and use contact categorizations to monitor call drivers that impact metrics. Using alerts, you can address issues and coach agents during customer engagements.
Automated, AI-powered contact categorization
Track customer conversations for compliance with company policies or regulatory requirements. Define and manage categories based on your criteria within Amazon Connect Customer using rules or natural language. Identify parts of the customer conversation, assign tags and display highlights of the customer interaction that can be expanded to view the transcript of the contact.
AI-powered post-contact summaries
Help reduce After Contact Work (ACW) with summaries of customer conversations designed to be structured and concise. These summaries are designed to capture information from customer conversations after a contact ends, so agents and supervisors can review them, understand context, and take actions to help resolve the contact.
Data redaction
Data redaction is designed to detect data such as name, address, and social security number and remove or hide data in call recordings and transcripts. Use customizable data fields to redact additional data. Businesses can help protect customer information by controlling access to the redacted and nonredacted data through user-defined permission groups.
AI-powered automated evaluations
Perform agent performance evaluations on customer interactions analyzed by Amazon Connect Customer conversational analytics. Identify agent coaching opportunities and help save time evaluating agent performance. With AI, managers can specify their evaluation criteria using conversational prompts and receive answers along with context and justification for the answers. Managers can also choose to automate questions on an evaluation form, which they can review and edit before submission.
Screen recording
Screen recording enables companies to record agents' screens along with their audio in Amazon Connect Customer, providing managers the ability to watch agents' actions while handling a customer contact. By using screen recording with AI-powered conversational analytics and performance evaluation, managers can monitor, evaluate, and help improve contact quality and agent performance.
Real-time and historical analytics
Amazon Connect Customer offers analytics tools, including a visual dashboard with customizable metrics. With Amazon Connect Customer you can also stream your contact metrics to the data lake of your choice, where you can analyze them with other data. This allows your contact center manager to make data-driven decisions. Historical metrics also provide insights to identify trends with customer issues and operational performance.
Call recording
Amazon Connect Customer comes with integrated call recording for agent performance assessment to help monitor customer experiences.
Analytics data lake
With Amazon Connect Customer analytics data lake, you can access and analyze contact center data, such as contact trace records and conversational analytics, using the querying and business intelligence applications of your choice. With access to Amazon Connect Customer and third-party data, organizations can create their own view of the contact center with custom reports, or create custom business performance metrics. Running machine learning (ML) or artificial intelligence (AI) models on the data lake can inform potential contact center optimizations.
AI-powered manager assist (preview)
Amazon Connect Customer analyzes contact center operations and uses AI designed to deliver managers answers to help resolve operational challenges, designed to help improve workforce efficiency and service performance. Amazon Connect Customer is designed to surface insights from metrics and uses AI to provide managers results. The assistant is designed to diagnose underlying issues, recommend actions, and project the impact of options before changes are made.
Operational Design and Workforce Management
Configurable experiences and business UIs
Amazon Connect Customer provides organizations with the ability to create customized operational controls through configurable workspaces and user interfaces. This allows business users to make operational decisions and implement changes through purpose-built interfaces, without requiring technical expertise or access to system components like flows and queues.
Business users can perform operational tasks through these customized interfaces, from adjusting contact allocation for business process outsourcing (BPO) queues to implementing protocols. When operational anomalies occur, business users can implement pre-configured actions through their interface.
Contact center administrators maintain control by customizing the inputs and actions available through these interfaces using guides. These controls are then made available within persona-based workspaces.
Contact forecasting
Help predict your customer service contact workloads using Amazon Connect Customer forecasting. Forecasting uses AI designed to identify patterns and offer short-term and long-term forecasts to help support operational accuracy and efficiency. Forecasting can be updated and published to help improve capacity planning and agent scheduling.
Capacity planning
Help optimize your staffing levels with Amazon Connect Customer capacity planning. Estimate full-time equivalent (FTE) and staffing budgets and conduct what-if analysis. An output of capacity planning is understanding how many FTEs are required to meet the service-level target for a period of time. This FTE requirement can be shared with other stakeholders to facilitate the staff hiring and training processes.
Scheduling
Scheduling works with forecasting and capacity planning to help optimize schedules based on your number of agents, business rules, and operational service-level goals. Amazon Connect Customer is designed to align agent schedules with demand patterns across multiple business segments and languages. 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 Customer agent workspace. You can also give your agents the flexibility to choose when they want to work overtime or take time off within predetermined parameters, without the need for manual manager approvals. Using AI, Amazon Connect Customer is designed to make schedule readjustments, such as moving or creating additional rest breaks.
Real-time dashboards
Amazon Connect Customer's dashboards help managers understand their contact center performance, which can help improve performance. The dashboards provide metrics, with data updated and available for periods in the past. These dashboards can be customized, allowing managers to resize and rearrange visuals, specify custom time ranges, add filters, and download data.
Testing and Simulation
Amazon Connect Customer enables businesses to help validate their customer experience configurations before deployment through testing capabilities. Using a visual configuration tool within Amazon Connect Customer, you can simulate and test various customer interactions, including self-service experiences and post-contact surveys. These tests can be configured and executed, providing validation of workflow changes and new experiences. Test results highlight deviations from expected paths or outcomes, allowing for identification and resolution of potential issues.
Partner Integrations
Integration with Salesforce Service Cloud
Salesforce Contact Center with Amazon Connect Customer integrates digital and voice capabilities, along with routing of Amazon Connect Customer within Salesforce CRM for an agent experience. It uses a single routing and workflow system for Amazon Connect Customer and Salesforce channels, directing calls, chats, and cases to the self-service or agent interaction. Customers receive AI-powered self-service experiences across Amazon Connect Customer channels, allowing for issue resolution. For inquiries, the transition from self-service to agent-assistance connects customers to the agent, who has a view of the customer's data, issue, and interaction history.
Additional Information
For additional information about service controls, security features and functionalities, including, as applicable, information about storing, retrieving, modifying, restricting, and deleting data, please see https://docs.aws.amazon.com/index.html. This information does not form part of the Documentation for purposes of the AWS Customer Agreement available at http://aws.amazon.com/agreement, or other agreement between you and AWS governing your use of AWS's services.