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.

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.

Amazon Web Services updates new capabilities for Amazon Connect to improve contact centre agent productivity and provide more effective, personal, and natural customer interactions. AWS shares ...

That enables workers to use the device like a regular desktop. Organizations can manage their employees’ WorkSpaces Thin Clients using the AWS Management Console.

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 ...

Jetson launches Amazon Connect into its Khoros agent desktop to offer streamlined service across social, chat, email, and now voice on one platform.

“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.

AWS plans to enhance the capability in the future adding support for the Agent2Agent, or A2A, protocol. It’s an open-source technology that allows agents to coordinate their work by exchanging ...

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 ...