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 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 in real-time. Customer Profiles combines contact history information from Amazon Connect (e.g. number of holds, channel, queue duration) with customer information from CRM systems, and e-commerce and order management applications (e.g. phone number, address, current order status). With Amazon Connect Customer Profiles, agents have all the customer information they need in a single place, so they can deliver more personalized customer service. To learn more, see our admin guide and help documentation.
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.
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 (e.g. number of holds, channel, queue duration) with customer information from CRM systems, and e-commerce and order management applications (e.g. address, phone number, recent orders, current order status).
Single view of customer data
Amazon Connect Customer Profiles combines contact history information from Amazon Connect (e.g. number of holds, channel, queue duration) with customer information from CRM systems, and e-commerce and order management applications (e.g. address, phone number, recent orders, current order status).
Identity Resolution
Contact center agents will now be presented fewer duplicate profiles in their agent application. Amazon Connect Customer Profiles uses machine learning to detect duplicate profiles based on similar name, email address, and phone number and consolidate them into a unified profiles. Please review the documentation on Identity Resolution APIs. for more details.
Identity Resolution
Contact center agents will now be presented fewer duplicate profiles in their agent application. Amazon Connect Customer Profiles uses machine learning to detect duplicate profiles based on similar name, email address, and phone number and consolidate them into a unified profiles. Please review the documentation on Identity Resolution APIs. for more details.
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
Blog posts and articles
Amazon Connect – Now Smarter and More Integrated With Third-Party Tools
Sébastien Stormacq, 12/1/2020
Deliver personalized customer experience using Amazon Connect Customer Profiles
Shobhit Gupta and Davor Golac, 12/1/2020
Pricing
With Amazon Connect Customer Profiles you pay only for what you use. You are charged based on the number of profiles stored per month.
As part of the AWS Free Tier, you can get started with Amazon Customer Profiles for free for the first twelve months. You can ingest up to 1,000 profiles per month.
Customer Profiles is priced at $0.0025 per profile stored per month, pro-rated on a daily basis, inclusive of storage costs. A profile can include up to 100 objects. An object is a table or entity that contains information related to a customer such as contact information, purchase, and contact history. Profiles larger than 100 objects will incur an additional profile unit at the same $0.0025 per month.
A profile is created when a customer initiates a call or a chat with the contact center, when an agent manually creates a new profile, from pre-built connectors (e.g. CRM), or from homegrown applications using the SDK and APIs. Profiles are matched with Amazon Connect data based on a unique name, address, phone number, and email. Profiles that cannot be matched using unique identifiers will be each treated as a single unit.
Total monthly profile units = 10,000
Total cost = 10,000 *$0.0025 = $25 for the month
Total charge calculation:
Total monthly profile units = 120,000
Total cost = [100,000 * ($0.0025/31) 31 days + 20,000 * ($0.0025/31) 11 days ]= $268 for the month
FAQs
Q: How can I learn more about Amazon Connect?
To learn more about Amazon Connect, click here.
Q: How do I get started with Amazon Connect Customer Profiles?
If you do not have an Amazon Connect instance, get started here. Then navigate to your Amazon Connect instance page and choose Customer Profiles. This blog provides instructions on how to set up Amazon Connect Customer Profiles for your contact center. To learn more, see our admin guide and help documentation.
Q: How will I be charged if a profile exceeds 100 objects?
Let’s assume you created 10,000 profiles in Amazon Connect Customer Profiles. In order to illustrate an uncommon scenario, let’s say 9,000 of the profiles use 100 objects or less covered under standard price but 1000 profiles use 150 objects to store extended profile related information.
Total charge calculation:
Total monthly profile units = 10,000
Total cost = [10,000 * ($0.0025/31) 31 days + 1,000 * ($0.0025/31) 31 days ]= $28 for the month
Regions available: We support Amazon Connect Customer Profiles in US East (N. Virginia), Europe (Frankfurt), Asia Pacific (Tokyo), Asia Pacific (Singapore), US West (Oregon), Europe (London), Asia Pacific (Sydney), Canada(Central) regions.
Get started building with Amazon Connect Customer Profiles in the AWS Management Console.