Amazon Connect and the future of cloud contact centers

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" summary

Covers Amazon Connect, AWS’s cloud-based contact center service, describing new product features and innovations. Explains how businesses use Amazon Connect on AWS to redesign agent and customer experiences at scale, backed by the same platform that handles Amazon’s global customer interactions.

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" chapters (15)

1. 0:00Intro
2. 0:56Amazon Connect 4
3. 2:06Amazon Connect is innovating quickly
4. 3:03Key Contact Lens capabilities
5. 4:57Automated call categorization
6. 7:55Enhanced contact detail page
7. 9:22Challenges in contact centers
8. 11:14Real-time analytics capabilities
9. 12:17Create rules to track customer experience issues in real time Define keywords/ phrases to flag issues in customer conversations
10. 12:55View real-time alerts in Amazon Connect dashboard to identify calls that need attention Monitor real-time metrics
11. 13:48Assist agents in addressing customer experience issues during live calls
12. 14:59Contact Lens for Amazon Connect surfaces critical insights for our customers
13. 15:32Get started with Contact Lens
14. 17:49You are ready to use Contact Lens!
15. 18:49Additional resources