Lastly, AWS announced that Contact Lens for Amazon Connect will expand to include omnichannel support. AWS also added evaluation forms in Contact Lens to improve agent performance.

The first enhancement that AWS introduced for Amazon Connect today is an AI-powered segmentation tool. It can scan a company’s customer base for buyers with similar interests.

New features allow for agent evaluation AWS also said that it was adding two new capabilities—evaluating agents and recreating contact center workflow—to Amazon Connect, in preview.

AWS introduced Amazon Connect, its customer service-oriented product, some years ago, putting it smack dab in the middle of enterprise applications. It also places the company in the position of ...

AWS’s emphasis on agent collaboration differentiates from the approach taken by Microsoft in its announcements around multi-agent support two weeks ago. AWS’s approach builds on its extensive ...

In a bid to help enterprises offer better customer service and experience, Amazon Web Services (AWS) has added a new case management feature, dubbed Amazon Cases, to its Amazon Connect cloud-based ...

“PCI Pal is proud to achieve the Amazon Connect Service Ready designation, especially so early on in our journey as an AWS Partner,” said Darren Gill, CRO, PCI Pal.

With the AWS launch of Contact Lens for Amazon Connect, we’ve transformed our contact center experience,“ said Stephen Murphy, Senior Director, Cloud Engineering at Accolade.