Amazon Connect Now Offers a Native Integration with Apple Messages for Business

With the integration, businesses can directly message customers using the default message application on every iPhone, iPad, and Mac

2
Amazon Connect Now Offers a Native Integration with Apple Messages for Business
Contact CenterLatest News

Published: June 3, 2024

Charlie Mitchell

AWS has announced that its CCaaS platform – Amazon Connect – now supports Apple Messages for Business.

Apple Messages for Business allows organizations to directly message customers using the default message application on every iOS device and vice versa.

Those organizations can—via  Amazon Connect Chat—asynchronously engage with customers across the channel – alongside various others.

In other words, customers can switch between channels and devices, engaging at their whim without losing the context of the chat.

Moreover, as AWS offers Amazon Lex – its conversational AI platform – as a native solution within Amazon Connect, businesses can automate conversations across Apple Messages for Business.

Indeed, organizations may leverage NLU- and GenAI-powered chatbots to create self-service experiences with escalation paths to a live agent.

Such experiences may feature various rich messaging features, including link previews, quick replies, forms, attachments, customer verification, Apple Pay, and iMessage apps.

Each addition allows businesses to build more compelling messaging use cases, such as product recommendations, appointment scheduling, shipment checks, and commerce journeys.

By embracing such use cases, customers can lower their call volumes and operational costs by deflecting calls to chats, claims AWS.

Part of a “Seamless Omnichannel Experience”

Interestingly, customers don’t have to build new AI-driven experiences for Apple Messages for Business. Instead, they can pull across the bots from other digital channels.

Moreover, they may implement the same analytics, agent experience, and routing rules that they do on other digital channels.

As Kun Qian, Speciality Solutions Architect at AWS, stated on the AWS YouTube channel:

Within Connect, there is a single application for workflows, agent management, routing, and experiences across all channels.

The result is a more seamless omnichannel experience and much less operational complexity.

For instance, a contact center can take a blanket approach across all digital channels, applying universal routing rules, such as “agent proficiency” routing.

Agent proficiency routing allows service teams to route calls to the best-suited agent based on performance data across customer contact reasons.

That’s another of several significant additions that AWS has added to Amazon Connect since the turn of the year, following a big announcement last week.

Two Significant Announcements in Two Weeks

Last week, AWS added an Analytics Data Lake to Amazon Connect. The solution offers a single repository of contact center data.

That repository may include contact recordings, workforce engagement management (WEM) data, conversational analytics insight from Connect Content Lens, and more.

In addition, contact centers can pull in, clean, and normalize data from third-party apps by leveraging AWS’s zero-ETL integrations.

As a result, contact center managers can create curated data sets to train their AI models, develop specialized metrics, and build custom reports across contact center stakeholders.

AWS will showcase this new capability at Customer Contact Week 2024 alongside its Apple Messages for Business integration.

That comes after a busy Enterprise Connect in March, where AWS announced the general availability of post-contact summaries, third-party app support for the agent workspace, and automated agent performance evaluations.

Finally, AWS has also launched “agentless” voice dialing and cross-channel concurrency solutions – alongside expanding Step by Step Guides, Connect’s native case management offering.

 

 

CCaaSOmni-channel
Featured

Share This Post