Amazon Connect Documentation

Amazon Connect is an omnichannel cloud contact center that helps companies provide customer service across voice, chat, and tasks.

Automation, Omnichannel, & Telephony

Telephony

Amazon Connect manages a network of telephony providers from around the world, reducing the need for you to manage multiple vendors, negotiate complex multi-year contracts, or commit to peak call volumes. Amazon Connect’s 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 quickly scale up and down. 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 16kHz audio and, is resistant to packet loss.

Omnichannel outbound communications (preview)

Amazon Connect provides contact centers intelligent and embedded high-volume outbound communications across multiple channels, including voice, SMS, and email. This allows contact centers to communicate with up to millions of customers daily for use cases such as, marketing promotions, appointment reminders, and upcoming delivery notifications. Contact center managers can schedule and launch high-volume outbound communications by specifying the communications channel, contact list, and content that will be sent to customers. Additionally, high-volume outbound communications capabilities integrate with Amazon Pinpoint to add outbound SMS text and email channels in Amazon Connect to send automated communications that don’t require any agent interaction, like subscription renewals and delivery notifications. You can also communicate programmatically using the outbound API. High-volume outbound communications give companies the ability to communicate with their customers across channels at scale without having to perform complicated and expensive third-party integrations. Sign up for preview.

Predictive dialer with answering machine detection (preview)

Amazon Connect includes a predictive dialer that calls customers in a list, while throttling outreach based on agent availability, as part of high-volume outbound communications capabilities. The dialer also uses a machine learning model to distinguish between a live customer, voicemail greeting, or busy signal to increase agent efficiency by ensuring agents only connect to a live customer. There are two dialer modes which can be configured, progressive and predictive. With the progressive mode the dialer doesn't dial until the agent becomes available. Contact centers 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. Contact centers use this mode for high volume campaigns where maximizing agent talk time is an important metric. Sign up for preview.

Web and mobile chat

With Amazon Lex natively integrated within contact flows, routing, and chat, to service customers, 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 encrypted and support existing Amazon Connect compliance certifications. Amazon Connect also offers native integration with Apple Business Chat, helping enable your agents to support customers through the iOS Messaging application. Management for Apple Business Chat uses Amazon Connect contact flows, configuration, and routing.

Omnichannel routing

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.

Task management

Follow-up items to resolve customer issues and requests are important to maintaining high customer satisfaction. Amazon Connect Tasks makes it easy for you to help prioritize, assign, and track agent tasks to completion, including work in external applications to help ensure customer issues are 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 help 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 may result 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 help save time and money. Amazon Connect has self-service tools and automation, such as natural language chatbots, interactive voice response (IVR), and automated customer voice authentication. Amazon Connect provides a omnichannel experience for agents and managers for voice, chat, and task management to help ensure customers are routed with their conversation's full context or work across applications when switching channels. Once Amazon Connect has helped identified the customer’s needs, skills-based routing helps match them with an available agent who is likely to resolve their issue. Amazon Connect has automation capabilities you need to help improve efficiency and reduce agent time performing repetitive functions.

Agent Experience

Contact Control Panel

The Contact Control Panel (CCP) provides a single interface for agents to receive calls, chat with contacts, transfer them to other agents, put them on hold, and perform other tasks. You can 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 unified view of a customers’ current information to provide personalized customer service. Customer Profiles is designed to bring together customer information from multiple applications into a unified customer profile, delivered to agents at the beginning of the customer interaction. Today, some 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 the customer information they need in a single place, so they can deliver more personalized customer service. Learn more about Amazon Connect Customer Profiles.

Skills-based routing

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

Machine Learning & Artificial Intelligence

Agent assist

Amazon Connect Wisdom, a feature of Amazon Connect, delivers agents the information they may need to reduce the time agents spend searching for answers. With Amazon Connect Wisdom, agents search across connected data repositories to help find answers and resolve customer issues during a conversation in real-time. Wisdom helps customers connect relevant knowledge repositories with built-in connectors for third-party applications like Salesforce and ServiceNow, also internal wikis, FAQ stores, and file shares. In addition, when used with Contact Lens for Amazon Connect, Amazon Connect Wisdom leverages machine learning powered speech analytics to detect customer issues during calls and then recommend content in real-time to help resolve the issue, so that agents don't have to manually search. Wisdom helps provide issue resolution and potentially improved customer satisfaction. Learn more about Amazon Connect Wisdom.

Caller authentication and fraud risk detection

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

Real-time speech & sentiment analysis

Contact Lens for Amazon Connect helps enable 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 full-text search on all transcripts to troubleshoot customer issues. In addition, with real-time capabilities, you can get alerted to issues during live customer calls and deliver assistance to agents while calls are in progress, potentially improving customer satisfaction. Learn more about Contact Lens for Amazon Connect.

Natural language chatbots

You can 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

Self-service and contact flow builder

An Amazon Connect contact flow defines the customer experience with your contact center, 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 create dynamic, personal, and automated customer experiences, without the need to write code. Amazon Connect makes it possible to design automated contact flows that adapt to the caller experience in real-time. In addition, Amazon Connect is flexible and allows you to leverage other AWS services in Amazon Connect. Using AWS Lambda, you can create targeted and personal experiences by accessing a back-end system and pull in information such as: past purchases, contact history, and customer tendencies, which can be used to help 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 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 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 help increase agent productivity and help reduce customer wait times. Historical metrics also provide longer-term insights to help identify common trends with customer issues and overall operational performance.

Call recording

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

Ecosystems, Integrations, & Partners

Partner Integrations

Amazon Connect has a wide ecosystem of technology partners who provide integrations that can be 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 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 telephony into your Salesforce (CRM) to help improve the agent experience. Agents use a softphone that combines the power of Amazon Connect, including real-time call transcription, to help better serve your customers. Salesforce Service Cloud Voice brings voice calls and your digital channels together so your support agents can help customers using the channel that customers prefer. Learn more about  AWS's partnership with Salesforce.

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 additional 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.