Amazon Connect releases unified agent application to improve agent experience and customer interactions

Amazon Connect now provides an agent application for managing contacts and resolving customer issues. In the contact center, agents need a way to easily handle multiple contacts (voice, chat, tasks) while viewing the right customer information and having knowledge articles surfaced in the context of the customer’s issue they are trying to solve. After launching the agent application in their browser, agents are immediately able to sign-in and manage customer authentication, calls, and chats alongside viewing key customer insights and knowledge articles. For example, when an agent receives a call or chat, Amazon Connect Customer Profiles shares customer information, such as name, phone number, and email address. While the agent is talking to the customer, Amazon Connect Voice ID analyzes the caller’s unique voice characteristics using machine learning to verify the caller’s identity in real-time, displaying a confidence score and status. Then throughout the contact, Amazon Connect Wisdom detects customer issues and proactively provides knowledge article recommendations in real-time. With the Amazon Connect agent application, you can help give your agents the right information to solve customer issues, deliver a personal experience, and improve customer satisfaction. 

Source:: Amazon AWS