Categoría: Contact Center

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Announcing General Availability of Step-by-Step Guides for Amazon Connect Agent Workspace

Publicada el por Stack Over Cloud

At AWS re:Invent 2022 we announced the availability of step-by-step guides for Amazon Connect agent workspace in preview. My colleagues who collaborated to write the announcement post wrote about some of the challenges that contact centers face with training new agents to get up to speed with their agent desktop. They also mentioned that until Read more about Announcing General Availability of Step-by-Step Guides for Amazon Connect Agent Workspace[…]

Announcing General Availability of Amazon Connect Cases

Publicada el por Stack Over Cloud

In June 2022 AWS announced a preview of Amazon Connect Cases, a feature of Amazon Connect that simplifies these customer interactions and reduces the average handle times of issues. Today I am excited to announce the general availability of Amazon Connect Cases. Cases, a feature of Amazon Connect, makes it easy for your contact center Read more about Announcing General Availability of Amazon Connect Cases[…]

New for Amazon Connect: Voice ID, Wisdom, and Outbound Communications

Publicada el por Stack Over Cloud

During the AWS re:Invent conference last year, I wrote about new capabilities added to Amazon Connect. Today, I am happy to announce the general availability of two of these capabilities, Voice ID and Wisdom, and the launch of a new one. High-volume outbound communications allows, as the name implies, the initiation and management of outbound Read more about New for Amazon Connect: Voice ID, Wisdom, and Outbound Communications[…]

AWS announces AWS Contact Center Intelligence solutions

Publicada el por Stack Over Cloud

What was announced? We’re announcing the availability of AWS Contact Center Intelligence (CCI) solutions, a combination of services that empowers customers to easily integrate AI into contact centers, made available through AWS Partner Network (APN) partners. AWS CCI has solutions for self-service, live-call analytics & agent assist, and post-call analytics, making it possible for customers Read more about AWS announces AWS Contact Center Intelligence solutions[…]