Why Amazon Connect?
Traditional contact center solutions can be complicated, with cumbersome tools, difficult integrations, complex pricing, and deployments that take months or longer to complete. Amazon Connect offers businesses another way, with a cloud-based, pay-as-you-go customer contact service that is designed to provide:
Skills-based call routing
Customers calls are appropriately routed based on agent availability and skill set, to resolve issues more efficiently and minimize wait times.
Dynamic and personal contact flows
Self-service, graphical interface makes it easy for non-technical users to design contact flows and anticipate customer needs by accessing customer histories.
Natural language chatbots
Out-of-the-box integration with Amazon Lex, a service for building conversational interfaces into any application, powered by the same automatic speech recognition and natural language understanding technologies as Amazon Alexa, allows for conversational text and voice interactions.
Outbound calling
Schedule automated, outbound calls or set up triggers to send automatic notification calls in response to events like credit fraud.
Real-time and historic metrics
Visual performance dashboard provides users with metrics that support data-driven decision making and improve operational performance.
Integration
Comes with pre-built integrations to Customer Relationship Management (CRM) systems, Workforce Management (WFM) suites, Quality Management (QM) applications, and more.
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