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Amazon Connect: The top 5 features that should be on your radar

Female and male contact center agents

Over the past few years, Amazon Connect has grown exponentially. New features in this cloud-based contact center solution have been added, and its integration within the broader AWS ecosystem has deepened, making it a powerhouse in customer experience solutions. Let's take a closer look at the top five features that I believe make Amazon Connect a compelling choice for any organization looking to increase efficiency and profitability in its customer service operations while enhancing both the agent and customer experience.

1. Real-time supervision: Monitor live contacts

The advent of real-time supervision has set a new benchmark in contact center management. Beyond the basic ability to monitor calls, this feature allows for real-time, in-the-moment coaching. For example, a supervisor at a luxury hotel chain can monitor interactions during a high-stakes reservation process, stepping in to offer real-time advice or even take over the call if necessary. This feature is integrated into the AWS ecosystem, allowing for real-time data analytics and reporting, a capability that sets Amazon Connect apart from many competitors.

2. Extensibility: Seamless integration with Lambda and AWS Services

Amazon Connect stands out with its extensibility features, allowing businesses to seamlessly integrate a wide variety of AWS services via Lambda functions. For example, a healthcare provider could integrate Amazon Polly to convert text-based electronic health records into speech, enabling agents to access critical information without having to scan through lengthy documents. This level of integration with the broader AWS ecosystem provides a one-stop solution for companies looking for robust, scalable, and customizable contact center functionalities.

3. Revolutionized pricing: Pay only for what you use

Amazon Connect's pay-as-you-go pricing model is a game-changer in an industry often burdened by rigid, long-term contracts and complex pricing structures. For instance, a seasonal business like a ski resort can scale its contact center operations up or down depending on the time of year, without incurring unnecessary costs. This flexibility, tied with AWS's broader budgeting and cost-management services, provides an unparalleled level of financial agility.

4. Quality assurance: Contact Lens and generative AI

Contact Lens and generative AI elevate Amazon Connect's quality assurance capabilities to new heights. Let's say a bank wants to ensure that its agents are complying with new financial regulations during customer interactions. Contact Lens can automatically transcribe calls and flag instances where compliance may be at risk. Generative AI can further analyze these interactions in real-time, utilizing machine learning models trained on AWS SageMaker, offering predictive insights that can help agents meet compliance standards proactively.

5. Customizable agent experience: A new level of user-centric design

Amazon Connect's new Agent Workspace is designed with the agent in mind. For a contact center that handles customer interactions across multiple channels such as voice, email, chat, and social media, the workspace can be customized to display all these channels in a unified interface. This user-centric design is empowered by AWS’ underlying infrastructure, offering reliability and scalability that few other platforms can match.

What sets Amazon Connect apart?

Amazon Connect's top advanced features offer a unique blend of functionality, flexibility and future-proofing, setting it apart in the crowded contact center industry. These features are further enhanced by Amazon Connect's seamless integration into the larger AWS ecosystem, offering a range of complementary services and capabilities that few competitors can match. As customer service continues to evolve in the digital age, Amazon Connect is at the forefront, leading with innovation and customer-centric solutions.

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Kurt Hamm

About the Author

Kurt Hamm

Senior Solutions Architect

Kurt designs and implements innovative cloud-based solutions, specializing in Amazon Connect to help clients enhance customer service and reduce costs.

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