While Microsoft has launched a contact center platform and Zoom released a hybrid working framework, the AWS team has also made strides this summer in the CCaaS space.
Indeed, it has continued to increase the maturity of its workforce management (WFM) software, which it added to Amazon Connect earlier this year.
Now, the vendor has bolstered this further with schedule adherence tracking, allowing supervisors to monitor whether agents are sticking to their schedules.
As pressure on the team increases and waiting times lengthen when just one agent is away from their post, such innovation helps safeguard employee and customer experiences.
On the theme of advancing agent experiences, reps can now also access unredacted transcripts of their conversations post-call.
In offering this capability, agents can refer to and paste helpful text into the CRM as part of their after call work (ACW). Doing so lifts operational efficiency as contact centers streamline wrap time.
However, the prime purpose of the innovation is likely to improve agent experiences by empowering them with intelligence in real-time.
Indeed, this is a critical objective in many of Amazon’s CCaaS efforts, according to Annie Weinberger, Head of Business Applications Product Marketing at AWS.
Speaking to CX Today, Weinberger stated: “Agents are on the front line of customer service. If they don’t have all the information and tools they need, they can’t delight customers.
So, we’re very focused on empowering agents with really easy-to-use AI and ML (machine learning) tools that improve their productivity but also increase customer satisfaction.
An excellent example is the new case management tools that AWS added to Amazon Connect in June. These open up a case whenever a customer contacts with a new query, logging all the tasks agents complete.
As a result, when the customer calls back, the next agent attains a complete view of the previous interaction, empowering them with more information to attend to the customer.
In June, AWS also announced a proactive outreach tool for Amazon Connect.
Yet, perhaps most pertinently, the vendor embedded Amazon Lex into its CCaaS solution, a revered conversational AI tool.
The technology automates much more of the bot-building process than most.
To do so, it digs into common customer contact reasons and related transcripts to mechanize the design process.
Contact centers can then – through Amazon Connect – access the Lex console, tweak, test, and implement the bot from one central location.
Thanks to its constant stream of innovations like this, AWS leads the way in customer acquisition across the CCaaS space – according to Metrigy’s 2022 “Contact Center Platform Gain/Retain” report.
Despite competitors like Microsoft, Zoom, and Google entering the market, Amazon Connect is rapidly innovating to remain at the forefront of the industry.
Indeed, at the end of November, a similar Autumn update article is likely, which may include many more eye-catching additions to its CCaaS platform.
