Keeping up with Amazon Connect’s continuous innovation is key to ensuring your contact centre operates at its best. If you missed our latest session, don’t worry - we’ve compiled the highlights for you. Whether you’re looking for faster call handling, smarter agent workflows, or enhanced analytics, this update brings several key improvements that can help streamline operations and improve customer experience.
Hot off the press from our resident Contact Centre Consultant and AWS Solution Architect, Alex Baker. Let’s dive into what’s new this month:
Connecting customers to agents faster is crucial, especially for outbound campaigns. Amazon Connect now offers persistent agent connections, reducing the time needed to establish a call by keeping an open channel between the agent’s softphone and Amazon Connect. This feature ensures compliance with regulations like the US Telephone Consumer Protection Act (TCPA) by maintaining quick connection times.
Why this matters:
Government and public sector organisations can now use screen recording in AWS GovCloud (US-West). This feature enhances compliance and security for government entities using Amazon Connect.
Agents using Citrix or Amazon WorkSpaces Virtual Desktop Infrastructure (VDI) can now redirect audio to their local devices, improving voice quality and reducing latency. This enhancement ensures that calls handled on virtual desktops provide a better experience for both customers and agents.
How it works:
Agent performance tracking just got more efficient. Supervisors can now set up automated emails to notify agents when their calls are evaluated. This allows them to quickly review feedback, improve performance, and stay aligned with quality standards.
Key benefits:
Data accuracy is critical in customer support. This new feature allows admins to create conditionally required fields in Amazon Connect Cases, ensuring that agents capture the right information at the right time.
Example use cases:
Amazon Connect now lets you map agent statuses more flexibly to schedule activities. This means you can define which states are considered "adherent," improving workforce tracking.
Example:
If an agent is scheduled for "Work," they can now be in either "Available" or "Back-office Work" and still be considered adherent.
Routing just got more powerful. You can now target up to four agent proficiency combinations in a single routing step. This means contacts have a better chance of being matched with a skilled agent, improving resolution rates.
A new Agent Performance Dashboard provides unified insights into:
This dashboard helps supervisors easily identify agent strengths and areas for improvement at a glance.
Amazon Connect’s Generative AI capabilities continue to expand, and now there’s a dedicated workshop covering:
This self-paced AWS workshop is available online and is highly recommended for teams exploring the full potential of Generative AI in customer interactions.
This release brings powerful enhancements to Amazon Connect, from faster call handling to AI-driven insights and agent performance tracking. These updates provide businesses with more control, efficiency, and better customer experiences.
Excited to learn more? Download our What’s New in Amazon Connect overview, or contact our team to talk so more.
Stay tuned for more updates as we continue to innovate and support your customer experience journey with Amazon Connect!