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AWS wants to make your call center interactions less painful
Slowly but surely, Amazon's AWS cloud computing unit has become a major player in the call/contact center space with its Amazon Connect cloud-based (and
At its annual re:Invent conference in Las Vegas, the company has now announced a number of updates to Connect which, unsurprisingly, focus on AI, powered by the Amazon Q platform. With this release of Connect, the team built tools to help businesses track what’s happening with customers in real-time (maybe a flight is delayed, a package is stuck in transit or a subscription is about to renew), segment them into different groups, and then reach out proactively on the most appropriate channel. “Companies can now use a single routing and workflow solution for their Amazon Connect and Salesforce channels to intelligently deliver calls, chats, email, and cases to the right self-service or agent interaction,” AWS explains.
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