Amazon Connect and the Future of Cloud Contact Centers
summary
Amazon Connect is a cloud-based contact center platform used by Amazon customer service and handling over a billion interactions yearly. The talk presents recent innovations and new Amazon Connect features, with demos and customer examples showing how companies use AWS’s cloud contact center to redesign agent workflows and scale improved customer experiences.
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chapters (18)
- 0:00Introduction
- 1:26Amazon strives to be the most customer-centric company
- 3:37Thousands of customers trust Amazon Connect
- 5:00What we heard from customers
- 7:08Customers faced challenges with prior solutions
- 8:31Amazon Connect delivers real value to customers
- 9:48Standard self-service automation
- 10:29Contact Flow engine
- 14:23Using AI to improve agent efficiency
- 15:34Bringing the same intelligent automation to chat
- 17:23UK Royal Mail handled a 37% increase in contacts with Amazon Connect chat
- 18:18Introducing: Amazon Connect innovations
- 20:11The flexibility of Amazon Connect
- 21:52Customizable and browser-embedded softphone
- 23:44Open platform, easy integrations
- 25:07True omnichannel contact center management
- 25:49Accelerate your contact center with AWS
- 28:12We’re here to help you reimagine
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