Agent Productivity and Empowerment

Empower agents with a generative AI-powered unified workspace to deliver great customer outcomes from day one

Boost agent productivity and customer satisfaction

Empower your contact center agents to deliver great customer experiences from day one, with a comprehensive set of AI-powered capabilities that automatically determines a customer's issue, provides contextual customer information, and recommends personalized and accurate next best actions for faster resolution. Agents leverage a unified workspace that enables everything they need at their fingertips to provide personalized service to their customers.


Resolve customer issues faster
Use generative AI to provide your agents with the right insights and information to assist customers, while prioritizing and routing issues for efficient follow-up.

Unify your agent experience
Provide agents with a unified workspace that is easy and less stressful for new agents to learn, giving experienced agents everything they need to continuously improve the customer experience they provide.

Reduce per-agent costs
With pay-as-you-go pricing, you can toggle features on or off with a click of a button to optimize your agent experience, reduce their average handle time, and decrease your per-agent costs.

Amazon Connect Agent Workspace

Provide agents with a unified workspace so they can accept a call, chat, SMS, or task, and have all the right information and recommended next actions in one place.

Agent productivity features

Amazon Connect agent workspace 
Empower agents with a unified experience, including step-by-step guides.

Amazon Connect Voice ID 
Real-time caller authentication and fraud risk detection using ML-powered voice analysis.

Amazon Connect Customer Profiles
Agents can deliver faster, more personalized customer service.

Amazon Q in Connect
Deliver agents the responses, actions, and information they need to solve issues in real-time.

Amazon Connect Cases 
Track, collaborate on, and resolve customer issues quickly.

Amazon Connect Tasks
Prioritize, track, manage, and automate tasks for contact center agents.

Improve customer satisfaction and agent productivity with seamless chat, SMS, and third-party experiences.

Customers stories

Team Kentucky Transportation Cabinet

Kentucky Transportation Cabinet equips their agents with a unified experience
Discover how KYTC is transforming their customer experience by boosting agent productivity using artificial intelligence (AI).

Watch the presentation and read the case study »


Orbit Irrigation brings AI/ML-powered automation to their agents
Hear how Orbit reduced average handle time by 15% with Amazon Connect's agent productivity capabilities.

Watch the presentation »

Ready to discover what better agent productivity looks like for you?

Meet with AWS experts to assess how Amazon Connect improves agent productivity.