Amazon Connect Customer Profiles
Amazon Connect Customer Profiles, a feature of Amazon Connect, equips contact center agents with a more unified view of a customer’s profile with the most up to date information, to provide more personalized customer service. Customer Profiles automatically brings together customer information from multiple applications into a unified customer profile, delivering the profile directly to the agent as soon as the support call or interaction begins. Amazon Connect Customer Profiles aggregates customer data with built-in connectors for third-party applications. 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 in real time. Customer Profiles combines contact history information from Amazon Connect (for example, number of holds, transcripts, customer sentiment) with customer information such as phone number, address, and recent or current order status from CRM systems and ecommerce and order management applications. With Amazon Connect Customer Profiles, agents have all the customer information they need in a single place so they can provide more personalized customer service.
Built-in third party connectors
Automated customer profile matching
As a customer calls in or starts a chat, Amazon Connect Customer Profiles automatically scans and matches the customer phone number or customer ID against customer information from connected applications. It then surfaces a unified profile to the agent, directly in Amazon Connect.
Single view of customer data
Amazon Connect Customer Profiles combines contact history information from Amazon Connect (for example, number of holds, transcripts, customer sentiment) with customer information such as address, phone number, recent orders, or current order status from CRM systems and ecommerce and order management applications.
Identity Resolution
Contact center agents will now be presented fewer duplicate profiles in their agent workspace. Amazon Connect Customer Profiles uses machine learning (ML) to detect similar profiles based on similar name, email address, address, and phone number and consolidates them into a unified profile.
Set up in minutes
Use a drag and drop contact flow block to access end-customer information from Customer Profiles and personalize the contact center experience. The Amazon Connect Customer Profiles flow block finds the profile based on the customer phone number or email address. You can then use customer information from the profile to personalize automated interactions and contact routing.
Customers
Traeger Grills has been the outdoor cooking choice of food enthusiasts.
“At Traeger, our mission is to help create a more flavorful world. Our customers are passionate about their grills. We handle tens of thousands of contact center contacts every month where people have questions on everything from grill care to WiFi connectivity. Our Traeger Techs used to spend a ton of time navigating multiple systems to find customer data. Amazon Connect Customer Profiles seamlessly aggregates information from our e-commerce/marketing systems, Salesforce Service Cloud, Google/Adobe Analytics and Qualtrics. Now, when agents are connected to our customers, Amazon Connect automatically surfaces a unified customer profile that shows who is calling, their contact history, purchase history and grill type. Our agents no longer have to toggle between applications to find information and that helps provide a world-class customer experience. Since implementing Amazon Connect Customer Profiles, we’ve seen a ~25% reduction in handle time and a ~10% increase in CSAT.”
Lizzy Mitchell, Head of Customer Experience Analytics - Traeger Grills
Blogs
Personalize customer service with Amazon Connect Customer Profiles
Elias Sayigh, Girish Mallenahally, KC Li, and Shobhit Gupta, November 16, 2021
Building unified customer profiles with Amazon Connect
Shobhit Gupta, Angela Yu, Kun Qian, and Ryan Lowe, December 17, 2020
FAQs
Q: How can I learn more about Amazon Connect?
For more information, see Amazon Connect.
Q: How much does Amazon Connect Customer Profiles cost?
For pricing information, see Amazon Connect pricing.
Q: How do I get started with Amazon Connect Customer Profiles?
If you do not have an Amazon Connect instance, sign in to the AWS Management Console. Then navigate to your Amazon Connect instance page and choose Customer Profiles. For instructions on how to set up Amazon Connect Customer Profiles for your contact center, see Enable Customer Profiles for your instance. To learn more, see the Amazon Connect Administrator Guide and the Amazon Connect Customer Profiles API Reference.
AWS Regions available:
We support Amazon Connect Customer Profiles in US East (N. Virginia), US West (Oregon), Africa (Cape Town), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Asia Pacific (Seoul), Canada (Central), Europe (Frankfurt), and Europe (London).
Get started building with Amazon Connect Customer Profiles in the AWS Management Console.