Amazon Connect agent workspace is a single, intuitive application that provides your agents with all the customer information and step-by-step guidance they need to onboard faster, resolve issues more efficiently, and improve customer experiences. Contact center agents are often required to use many separate applications in order to manage even a single customer interaction, increasing handling times and frustrating customers. Amazon Connect agent
workspace integrates your entire agent experience, including Amazon Q in Connect and third-party applications you already use, into one screen, empowering agents to more easily delight customers.
Display everything in a single agent experience
With Amazon Connect agent workspace, agents have a single, unified application for efficiently handling customer needs. When agents accept calls, chats, messages, and tasks, they can view updated customer information, receive generative AI-powered recommendations, manage complex issues, and use step-by-step guidance to resolve issues quickly. The agent workspace delivers these capabilities out-of-the box and also allows you to integrate third-party back-office applications, end-customer portals, and agent reporting dashboards you use today.
Guide agents to faster resolutions
Resolve customer issues quickly and accurately by automatically identifying customer issues and recommending appropriate actions for agents to take with step-by-step guides. Create guides that walk agents through the steps needed to efficiently resolve a contact during a customer interaction. Display step-by-step guides to end-customers via chat so they can self-serve, and if assistance is needed, agents can continue the guided workflow. Agents can also access third-party applications in a step-by-step guide, providing the right context to resolve contacts without the need to navigate away.
Design your agent workflows and guides easily
Use the Amazon Connect no-code drag-and-drop interface to easily design and modify the agent workspace, workflows, and step-by-step guides for agents and end-customers. Workflows (i.e., Amazon Connect flows) use the same building blocks as contact routing, enabling you to seamlessly pass customer context from your IVR, chatbots, and step-by-step guides for end-customers to your agents based on context such as call queue and customer information.
Customer stories
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