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November 2024
Amazon Connect launches support for callbacks when using Chats and Tasks
Amazon Connect now enables you to request callbacks from Chats and Tasks in addition to voice calls. For example, if a customer reaches out after hours when no agent is available, they can request a callback by sending a chat message or completing a webform request (via Tasks). Callbacks allow end-customers to get a call from an available agent during normal business hours, without requiring them to stay on the line.
This feature is supported in all AWS regions where Amazon Connect is offered.
https://aws.amazon.com/about-aws/whats-new/2024/11/amazon-connect-callbacks-chats-tasks/
Amazon Connect offers new personalized and proactive engagement capabilities
Amazon Connect now offers a set of new capabilities to help you proactively address customer needs before they become potential issues, enabling better customer outcomes. You can initiate proactive outbound communications for real-time service updates, promotional offers, product usage tips, and appointment reminders at just the right moments throughout your customer’s experience from the right channel. Use Amazon Connect Customer Profiles to define target segments that are dynamically updated based on real-time customer behaviours including orders from point-of-sale systems, location data from mobile apps, appointments from scheduling systems, or interactions from websites. Use Amazon Connect outbound campaigns to configure outbound communications in just a few clicks and engage customers with timely, personalized communications via their preferred channels, including voice calls, SMS, or email. Visualize campaign performance using dashboards from Amazon Connect Analytics, ensuring clarity and effectiveness in your proactive customer engagement strategies.
With Amazon Connect Customer Profiles and Amazon Connect outbound campaigns, only pay-as-you-go for customer profiles utilized daily, outbound campaigns processing and for associated channels usage. Both features of Amazon Connect are available in US East (N. Virginia), US West (Oregon), Africa (Cape Town), Asia Pacific (Sydney), Canada (Central), and Europe (Frankfurt) and Europe (London).
Amazon Connect Contact Lens launches custom dashboards
Amazon Connect Contact Lens now supports creating custom dashboards, as well as adding or removing widgets from existing dashboards. With these dashboards, you can view and compare real-time and historical aggregated performance, trends, and insights using custom-defined time periods (e.g., week over week), summary charts, time-series chart, etc. Now, you can further customize these dashboards by changing widgets to create the view that best fits your specific business need. For example, if you want to monitor self-service, queue, and agent performance, you can add all three types of widgets to your dashboard to have a single end to end view of contact center performance.
This feature is available in all commercial AWS regions where Amazon Connect is offered.
https://aws.amazon.com/about-aws/whats-new/2024/11/amazon-connect-contact-lens-custom-dashboards/
Amazon Connect now supports nine additional languages for forecasting, capacity planning, and scheduling
Amazon Connect now supports nine additional languages for forecasting, capacity planning, and scheduling. New languages now supported include: Canadian French, Chinese (Simplified and Traditional), French, German, Italian, Japanese, Korean, Portuguese (Brazilian), and Spanish.
These new languages are available in all AWS Regions where Amazon Connect forecasting, capacity planning, and scheduling are available.
Amazon Connect Email is now generally available
Amazon Connect Email provides built-in capabilities that make it easy for you to prioritize, assign, and automate the resolution of customer service emails, improving customer satisfaction and agent productivity. With Amazon Connect Email, you can receive and respond to emails sent by customers to business addresses or submitted via web forms on your website or mobile app. You can configure auto-responses, prioritize emails, create or update cases, and route emails to the best available agent when agent assistance is required. Additionally, these capabilities work seamlessly with Amazon Connect outbound campaigns enabling you to deliver proactive and personalized email communications.
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https://aws.amazon.com/about-aws/whats-new/2024/11/amazon-connect-email-generally-available/
Amazon Connect now provides granular disconnect reasons for chats
The Amazon Connect contact record now includes granular disconnect reasons for chats, enabling you to improve and personalize customer experiences based on how a chat is ended. For example, if the agent disconnects due to a network issue, you can route the chat to the next best agent, or if the customer disconnects due to idleness, you can proactively send an SMS to re-engage them.
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https://aws.amazon.com/about-aws/whats-new/2024/11/amazon-connect-granular-disconnect-reasons-chats/
Amazon Connect Contact Lens generative AI-powered post contact summarization is now available in 5 new regions
Amazon Connect Contact Lens generative AI-powered post contact summarization is now available in Europe (London), Canada (Central), Asia Pacific (Sydney), Asia Pacific (Tokyo), and Asia Pacific (Singapore) AWS regions, which summarize long customer conversations into succinct, coherent, and context rich contact summaries (e.g., “The customer didn’t receive a reimbursement for a last minute flight cancellation and the agent didn’t offer a partial reimbursement as per the SOP”). Agents can access post-contact summaries within seconds after a customer contact call complete to quickly complete their after contact work. This also helps supervisors improve the customer experience by getting faster insights when reviewing contacts, saving time on quality and compliance reviews, and more quickly identifying opportunities to improve agent performance.
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Amazon Connect Contact Lens launches calibrations for agent performance evaluations
You can now perform calibrations to drive consistency and accuracy in how managers evaluate agent performance, so that agents receive feedback that is consistent. During a calibration, multiple managers can evaluate the same contact using the same evaluation form. You can then review differences in evaluations filled by different managers to align managers on evaluation best practices and identify opportunities to improve the evaluation form, e.g. rephrasing an evaluation question to be more specific, so that it is consistently answered by managers. You can also compare manager’s answers with an approved evaluation to measure and improve manager accuracy on evaluating agent performance.
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Amazon Connect now allows agents to self-assign tasks
Amazon Connect now allows agents to create and assign a task to themselves by checking a box from the agent workspace or contact control panel (CCP). For example, an agent can schedule a follow up action to update to a customer by scheduling a task for a preferred time and checking the self assignment option. Amazon Connect Tasks empowers you to prioritize, assign, and track all contact center agent tasks to completion, improving agent productivity and ensuring customer issues are quickly resolved.
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