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Amazon Connect

Easy-to-use cloud customer service contact center

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Description

An easy-to-use omnichannel cloud contact center that helps you provide superior customer service at a lower cost. Over 10 years ago, Amazon’s retail business needed a contact center that would give our customers personal, dynamic, and natural experiences. We couldn’t find one that met our needs, so we built it.

Features

Telephony
Amazon Connect manages a network of telephony providers from around the world, removing the need for you to manage multiple vendors, negotiate complex multi-year contracts, or commit to peak call volumes. Its telephony service includes direct inward dial (DID) and toll-free phone numbers in 20+ countries worldwide. There are also 200+ outbound calling destinations available. The telephony-as-a service model also offers proactive monitoring from telephony experts, which can scale up and down at a moment’s notice. Best of all, you only pay for what you use with pay-as-you-go pricing. 
Agent assist
Amazon Connect Wisdom uses ML to make it easier for agents to find the information they need to solve customer issues in real time. Amazon Connect Wisdom links relevant knowledge repositories with built-in connectors for third-party applications, such as Salesforce and ServiceNow, and with internal wikis, FAQ stores, and file shares. Additionally, it uses ML-powered speech analytics in Contact Lens for Amazon Connect to automatically detect customer issues during calls and recommend content to your agents in real time, helping them resolve the issue without having to manually search.
Contact forecasting
Forecasting predicts customer service contact volumes in your contact center with high accuracy. With at least 6 months of historical contact data, forecasting uses machine learning to identify patterns and offer accurate short-term (15- or 30-minute intervals) and long-term (daily, weekly, and monthly) forecasts to help optimize operational accuracy and efficiency. Forecasting can be updated and published to improve capacity planning and agent scheduling.

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