AWS adds new features to Amazon Connect

New capabilities make customer interactions more efficient, personal, and natural

Amazon Web Services (AWS) has announced three new capabilities for its omnichannel cloud contact center Amazon Connect. 

Powered by artificial intelligence (AI) and machine learning (ML), Amazon Connect simplifies automated interactions, provides insights into customer sentiment, authenticates callers, and facilitates features, such as interactive voice response (IVR) and chatbots.

AWS said the software’s new features will assist contact center agents in making customer interactions more effective, personal, and natural. The firm also outlined three key capabilities: Amazon Connect Voice ID, Amazon Connect Wisdom, and high-volume outbound communications.

Amazon Voice ID analyzes speech attributes like rhythm, pitch, and tone to create a secure digital voiceprint, streamlining the authentication experience for customers on their next call. The opt-in feature also allows businesses to build custom watchlists with audio recordings of known fraudsters, increasing protection against scams.

Designed to save agents' time, Amazon Connect Wisdom offers instant access to varied product and service information. Integrated connectors for third-party applications, such as Salesforce and ServiceNow, allow businesses to seamlessly connect relevant knowledge repositories, including internal wikis, FAQs, and file shares.

Additionally, Wisdom analyzes customer conversations using speech analytics and provides real-time feedback and recommendations to agents.

Related Resource

Transforming specialty retail with AI

Future proof your retail business with AI

Whitepaper front coverFree Download

Lastly, Amazon Connect’s high-volume outbound communications for calls, texts, and emails provides businesses with an easy and cost-effective way to reach millions of potential customers.

Among the new communication capability is a predictive dialer that proactively contacts customers from a list while adjusting to fit agents' availability. Furthermore, the dialer uses machine learning to distinguish between active customers, voicemail, and busy signals, ensuring agents only connect to live customers. 

“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 of Amazon Connect at AWS. 

“Today’s three features build on this powerful foundation to make it even simpler for contact centers to provide superior customer service. Now, businesses can give agents the ability to find answers faster, provide customers with a more secure  and efficient experience, and quickly scale their outbound communications.”

Featured Resources

Shining light on new 'cool' cloud technologies and their drawbacks

IONOS Cloud Up! Summit, Cloud Technology Session with Russell Barley

Watch now

Build mobile and web apps faster

Three proven tips to accelerate modern app development

Free download

Reduce the carbon footprint of IT operations up to 88%

A carbon reduction opportunity

Free Download

Comparing serverless and server-based technologies

Determining the total cost of ownership

Free download

Recommended

Amazon faces allegations it "brazenly" underreported COVID-19 cases in its warehouses
business management

Amazon faces allegations it "brazenly" underreported COVID-19 cases in its warehouses

2 Dec 2021
Industry "delighted" with UK's 'landmark' anti-bias AI standard
artificial intelligence (AI)

Industry "delighted" with UK's 'landmark' anti-bias AI standard

30 Nov 2021
Sophos Intercept X Advanced review: AI-powered protection
endpoint security

Sophos Intercept X Advanced review: AI-powered protection

30 Nov 2021
AWS and IBM join forces to reduce data barriers in the energy industry
Software

AWS and IBM join forces to reduce data barriers in the energy industry

15 Nov 2021

Most Popular

What should you really be asking about your remote access software?
Sponsored

What should you really be asking about your remote access software?

17 Nov 2021
What are the pros and cons of AI?
machine learning

What are the pros and cons of AI?

30 Nov 2021
How to move Microsoft's Windows 11 from a hard drive to an SSD
Microsoft Windows

How to move Microsoft's Windows 11 from a hard drive to an SSD

24 Nov 2021