Amazon Connect Documentation
Amazon Connect is an omnichannel cloud contact center that helps companies provide customer service across voice, chat, and tasks.
Omnichannel and self-service
Telephony
Amazon Connect manages a network of telephony providers, reducing the need for you to manage multiple vendors, negotiate complex multi-year contracts, or commit to peak call volumes. Amazon Connect’s telephony service includes direct inward dial (DID) and toll-free phone numbers. The telephony-as-a service model also offers proactive monitoring from telephony experts, which can quickly scale up and down.
In-app, web, and video calling with screen share
Using the managed communication widget or SDK, you can implement Amazon Connect’s in-app, web, and video calling capabilities. With screen sharing, agents can gain an understanding of the issue and help guide customers. These features help enable customers to contact you without having to leave your web or mobile application. You can use these capabilities to pass contextual information to Amazon Connect to personalize the customer interactions ad next steps based on attributes in their customer profile. With these capabilities, you can use the same configuration, routing, analytics, and management tools as other Amazon Connect channels.
High quality audio
With Amazon Connect, calls are made over the internet from a computing device like a PC, using the Amazon Connect softphone. The Amazon Connect softphone delivers 16kHz audio and, is resistant to packet loss.
Drag-and-drop workflow designer
Amazon Connect helps you design your interactive voice response (IVR) or chatbot experiences to help your customers self-serve, build step-by-step guides for your agents to resolve issues, and create and manage how tasks are automated for your agents. Flows also has native integration with AWS Lambda, allowing you to build more custom experiences that automate processes across other AWS services or third-party systems
AI-powered self-service
Amazon Connect is designed to help businesses deliver natural, conversational experiences through both traditional interactive voice response (IVR) and chatbots, and agentic AI that can navigate complex processes and take action on behalf of customers. AI agents navigate systems to find solutions. The drag-and-drop workflows allow businesses to create self-service experiences in a single application, while customizable virtual assistants across voice and digital channels can handle ambiguous and complex support requests in many languages.
Amazon Connect email enables you to prioritize, assign, and automate the resolution of customer service emails. You can receive and respond to emails sent by customers to business addresses or submitted via web forms on your website or mobile app. Set up auto-responses, prioritize emails, create or update cases, and route emails to the best available agent when agent assistance is required. Email uses the same routing, configuration, analytics, and management tools as other Amazon Connect channels, allowing you to deliver a consistent omnichannel experience. Additionally, these capabilities work with Amazon Connect outbound campaigns, enabling you to deliver proactive and personalized email communications.
Chat and Messaging
Amazon Connect is designed to provide both real-time and asynchronous communication through chat, SMS, and messaging capabilities, offering customers and agents the flexibility to interact at their convenience. It is designed to support secure collection of sensitive customer data within chat by supporting inline interactions such as processing payments and updating customer information. By offering native integration with WhatsApp Business messaging and Apple Messages for Business, Amazon Connect allows customers to use their preferred communication channels. With Amazon Connect for WhatsApp Business messaging, you can leverage the same AI-powered chatbots, while also offering interactive messaging capabilities such as reply buttons, list messages, and voice messages. These capabilities utilize the same routing, configuration, analytics, and management tools as other Amazon Connect channels, enabling you to deliver a unified and cohesive omnichannel experience.
Predictive dialer with answering machine detection
Amazon Connect includes a predictive dialer that calls customers in a list, while throttling outreach based on agent availability, as part of high-volume outbound communications capabilities. The dialer also uses a machine learning model to distinguish between a live customer, voicemail greeting, or busy signal. There are multiple dialer modes which include predictive, progressive, preview and agentless. With the predictive mode the pacing of calls is based on predicted agent availability based on near-real time statistics. With the progressive mode, the dialer doesn’t dial until the agent becomes available. Preview mode gives agents customer context before placing calls, allowing them to choose the optimal moment to connect. With the agentless mode, provide voice notifications with no agents required.
Omnichannel routing
Amazon Connect has a single UI across voice, chat, and tasks for contact routing, queuing, analytics, and management. With Amazon Connect you can also use the same automated interactions and chatbots across channels. For your end-customers this means they can interact with your agents on voice or chat based on factors such as personal preferences and wait times. Your customer can keep working with the same agent across channels, but if it’s a different agent, their interaction history is preserved, so they don’t have to repeat themselves. With Amazon Connect, you can build call flows, rules, and reports once and enable across channels.
Skills-based routing
Amazon Connect has a single UI and routing engine for calls and chat. With skills-based routing, Amazon Connect helps to ensure contacts are sent to the right agent at the right time based on variables such as: availability, skillset, customer sentiment, and past history.
Task management
Amazon Connect Tasks is designed to help prioritize, assign, and track agent tasks to completion, including work in external applications to help ensure customer issues are resolved. You can also use workflows to automate tasks that don't require agent interaction.
Rules engine
Rules help enable quality managers to check conversations to manage compliance with company policies by specifying criteria using Amazon Connect Contact Lens conversational analytics. Rules also assist supervisors with real-time alerts on customer experience and agent performance, so they can assist agents with handling contacts. Businesses can simplify operations by setting up automated alerts and actions based on real-time performance of the contact center.
Speech and voice capabilities
Amazon Connect is designed to provide enhanced speech processing capabilities that enable more natural conversations between customers and automated experiences. Through the integration of Nova speech-to-speech models, businesses can deliver voice experiences with bi-directional streaming support that works with Amazon Connect flows. This integration provides analytics through the Connect data lake. Amazon Connect also provides flexibility to integrate third-party Automated Speech Recognition (ASR) and text-to-speech (TTS) providers. This allows organizations to maintain their existing speech processing investments or implement specialized voice solutions while leveraging Amazon Connect. These third-party integrations can be configured and managed within Amazon Connect.
Agent Productivity
Agent workspace
Amazon Connect agent workspace is an application designed to provide your agents with guidance needed to onboard, help resolve issues, and help improve customer experiences
Step-by-step agent guides
Resolve customer issues by identifying and recommending appropriate actions using step-by-step guides. It is designed to create tailored guides using the drag-and-drop workflow designer that walks agents through the steps to resolve a customer issue. Guides can be used for various types of customer interactions and are presented to the agent in the agent workspace based on context like call queue, customer information, or customer self-service responses.
AI-powered agent assist
Amazon Connect is designed to analyze contact center calls and messages and use AI to proactively deliver agents the information to help solve customer issues. Amazon Connect detects customer issues from the conversation, and uses AI to provide agents real-time, personalized responses and recommended actions, including step-by-step guides, based on conversation context, customer information, and relevant information from your company’s content and website.
AI-powered post-contact summaries
AI-powered summaries of customer conversations capture important information from customer conversations after a contact ends, so agents and supervisors can review them, understand context, and take necessary actions.
Unified customer profiles
Amazon Connect Customer Profiles is designed to give your agents a view of each customer in one place. It pulls customer data from across your business and is designed to create unified customer profiles by matching identifiers like phone numbers and email addresses. Amazon Connect combines contact history, customer sentiment, and product interactions with Amazon's personalization capabilities to deliver tailored product recommendations based on behavior and historical data. Your agents should see up-to-date customer information and personalized suggestions without switching between multiple applications. Teams can create behavior-based triggers and leverage preconfigured AI agents for cross-sell and upsell opportunities..
Case management
Amazon Connect Cases enables agents to help manage customer issues that require multiple interactions, help track follow-up tasks, and help access subject matter experts across a business. Agents can document customer issues in a single, unified view with case details. Built-in AI capabilities summarize case information, including contacts, case fields, and comments. You can configure new cases to be created or have agents manually create cases.
Contact Control Panel
The Amazon Connect Contact Control Panel (CCP) provides a communication interface for agents to receive calls and chats with contacts. Agents can transfer contacts to other agents, put contacts on hold, and perform other tasks. The CCP is built into the Amazon Connect agent workspace but can also be used separately. You can integrate and customize an existing homegrown agent experience alongside other applications such as CRM or marketing automation.
Analytics, insights, and optimization
Real-time conversational analytics & sentiment analysis
Amazon Connect is designed to help you to understand the sentiment and trends of voice and chat conversations to better ensure your agents remain in compliance and prevent escalations. This helps supervisors coach agents, replicate successful interactions, and identify crucial company feedback. Supervisors can conduct full-text search on transcripts to troubleshoot customer issues and use contact categorizations to monitor the main call drivers that impact key metrics. Using real-time alerts, you can address issues and coach agents during live customer engagements.
Automated, AI-powered contact categorization
Enables you to track customer conversations for alignment with company policies. Define and manage categories directly based on your specific criteria within Amazon Connect using rules or natural language. Identify key parts of the customer conversation, assign tags (such as issue, outcome or action items) and display highlights of the customer interaction that can be expanded to view the full transcript of the contact.
AI-powered post-contact summarization
Reduce After Contact Work (ACW) with summaries of customer conversations that are structured and concise. These summaries capture information from customer conversations, and are designed so you can review them, understand context, and follow up with customers.
Data redaction
Data redaction, or data masking, can help detect sensitive data such as name, address, and social security number and can remove or hides sensitive data in call recordings and transcripts. Use customizable data fields to help redact additional sensitive data. In addition, businesses can help protect sensitive customer information by controlling access to the redacted and nonredacted data through user-defined permission groups.
AI-powered evaluations
Perform agent performance evaluations on customer interactions analyzed by Amazon Connect conversational analytics. With AI, managers are enabled to specify their evaluation criteria using conversational prompts and receive answers along with context and justification for the automated answers. For a more nuanced approach, managers can also choose to automate specific questions on an evaluation form, which they can review and edit before submission.
Screen recording
Screen recording enables companies to record agents’ screens along with their audio in Amazon Connect, helping provide managers the ability to listen to and watch agents’ actions while handling a customer contact (voice call, chat or tasks). By using screen recording with AI-powered conversational analytics and performance evaluation, managers can monitor and evaluate contact quality and agent performance.
Call recording
Amazon Connect also comes with integrated call recording designed for agent performance assessment.
Analytics data lake
Amazon Connect analytics data lake enables you to access and analyze contact center data, such as contact trace records and Amazon Connect Contact Lens data, using querying and business intelligence applications. You can also query third-party sources. With access to Amazon Connect and third-party data, organizations are enabled to create their own view of the contact center with custom reports, or create custom business performance metrics like customer lifetime value.
Operational design and workforce management
Configurable experiences and business UIs
Amazon helps you create customized operational controls through configurable workspaces and user interfaces. Business users can perform a wide range of operational tasks through these customized interfaces. When operational anomalies occur, such as spikes in average handle time, business users can implement pre-configured corrective actions through their specialized interface. Contact center administrators can customize the specific inputs and actions available through these interfaces using step-by-step guides. These controls are then made available within persona-based workspaces.
Contact forecasting
Help predict your customer service contact volumes using Amazon Connect forecasting. Forecasting uses AI to help identify patterns and offer short-term (15- or 30-minute intervals) and long-term (daily, weekly, and monthly) forecasts to help optimize your operations. Forecasting can be updated and published to help improve capacity planning and agent scheduling.
Capacity planning
Help optimize your staffing levels and labor costs with Amazon Connect capacity planning. Estimations of full-time equivalent (FTE), staffing budgets and what-if analysis can fine-tune service-level targets. An output of capacity planning is the number of FTEs required to meet a service-level target for a certain period of time. This FTE requirement can be shared with other stakeholders to help facilitate the staff hiring and training processes.
Real-time dashboards
Amazon Connect's dashboards are designed to provide real-time and historical metrics, with data updated frequently and available for a number of months in the past. These dashboards can be customized, enabling managers to resize and rearrange visuals, specify custom time ranges, add filters, and download data.
Additional Information
For additional information about service controls, security features and functionalities, including, as applicable, information about storing, retrieving, modifying, restricting, and deleting data, please see https://docs.aws.amazon.com/index.html. This additional information does not form part of the Documentation for purposes of the AWS Customer Agreement available at http://aws.amazon.com/agreement, or other agreement between you and AWS governing your use of AWS’s services.