Amazon Connect Customer Profiles

Enable agents to deliver faster, more personalized customer service

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, transcripts, customer sentiment) 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

With a few steps, you can easily connect to your customer data repositories with built-in connectors for third-party applications like Salesforce, ServiceNow, Zendesk, and Marketo, or other homegrown applications using Amazon Connect SDKs and APIs.
Built-in third party connectors
Automated customer profile matching

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.

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Single view of customer data

Amazon Connect Customer Profiles combines contact history information from Amazon Connect (e.g. number of holds, transcripts, customer sentiment) 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

Single view of customer data

Amazon Connect Customer Profiles combines contact history information from Amazon Connect (e.g. number of holds, transcripts, customer sentiment) with customer information from CRM systems, and e-commerce and order management applications (e.g. address, phone number, recent orders, current order status).

contact history export_2x
Traeger Grills

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

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.

Example one
Let’s assume you created 10,000 profiles in Amazon Connect Customer Profiles at the beginning of the month on Dec 1st 2020 and ended the month with 10,000 profiles.
 
Total charge calculation:
Total monthly profile units = 10,000
Total cost = 10,000 *$0.0025 = $25 for the month
Example two
Let’s assume you created 100,000 profiles in Amazon Connect Customer Profiles at the beginning of the month on Dec 1st 2020 and then added another 20,000 profiles on Dec 21st 2020. In this case, the 100,000 profiles are charged for 31 days, and the 20,000 profiles are only charged for 11 days.

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: Europe (London), Europe (Frankfurt), Asia Pacific (Sydney), Asia Pacific (Singapore), Asia Pacific (Tokyo), US West (Oregon), US East (N. Virginia)

Learn more about Amazon Connect
Learn more about Amazon Connect

Visit the Product Overview page.

Learn more 
Sign up for an AWS account
Sign up for a free account

Instantly get access to the AWS Free Tier. 

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Start building on the console
Start building on the console

Get started building with Amazon Connect Customer Profiles in the AWS Management Console.