Cloud giant Amazon Web Services (AWS) has used the occasion of the ongoing Enterprise Connect event to announce a host of upgrades to its Amazon Connect cloud contact centre.
Amazon Connect is an omni-channel cloud contact centre, which the company said was now supporting over 10 million contact centre interactions daily, thanks to its tens of thousands of AWS customers leveraging the product. New customers include the likes of Morrisons, Vodafone NZ, and the government of Washington D.C.
The updates are geared around making customer interactions more personal, while simultaneously driving productivity by giving agents the information they need.
The new features include:
- Amazon Connect Wisdom, which provides contact centre agents with the necessary information for real-time problem solving
- Amazon Connect Voice ID, to deliver real-time caller authentication using machine learning
- Automated outbound communications across a host of channels including calls, texts and emails, in order to help contact centre agents scale.
The first two features are now generally available, while the last is now in preview.
“With tens of thousands of AWS customers after just four years and more than 10 million customer interactions every day, Amazon Connect has become one of AWS’s fastest growing services ever,” said Pasquale DeMaio, General Manager, Amazon Connect, AWS.
“Today’s three features build on this powerful foundation to make it even simpler for contact centres to provide a superior customer service. Now, businesses can give agents the ability find answers faster, provide customers with a more secure and efficient experience, and quickly scale their outbound communications.”
The virtual enterprise communications and collaboration event is running until the 29th, having started yesterday. We’ve already seen some other big announcements, including from Google, which announced it was debuting Chrome Enterprise Recommended Contact Centre stacks in partnership with 8×8, Cisco, Edify, Fiv9, Genesys, RingCentral and Vonage.
