AWS Announces Five New Capabilities for Amazon Connect, Helping Customer Service Representatives Offer More Personalized, Efficient, and Effective Experiences for Customers—All Powered by AWS's Industry-Leading Machine Learning Technology

Dec 01, 2020

Today at AWS re:Invent, Amazon Web Services, Inc. (AWS), an Amazon.com company (NASDAQ: AMZN), announced five new capabilities for AWS’s rapidly-growing contact center service, Amazon+Connect, that significantly improve contact center agent productivity and end-user customer experiences. Amazon Connect is easy to use, quick to deploy, and highly scalable (up to tens of thousands of agents) to help companies of any size deliver superior customer service at a lower cost. Thousands of companies like John Hancock, Capital One, Intuit, Best Western, Fujitsu, Origin Energy, GE Appliances, Square, Mutual of Omaha, National Australia Bank, New York Times, and Dow Jones use Amazon Connect to dramatically improve service and support experiences for their customers. The capabilities announced today give agents the right information at the right time, provide more personalized service, help managers impact customer interactions during calls, make it faster to authenticate customers more securely, and make customer follow-up tasks easier to manage. These capabilities are powered by AWS’s machine learning technology, require no technical expertise to use, and are available as features within Amazon Connect. To get started with Amazon Connect, visit https%3A%2F%2Faws.amazon.com%2Fconnect%2F

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