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Amazon Connect forecasting, capacity planning, and scheduling, now available in preview

Amazon Connect now provides new machine-learning powered capabilities to make it easy for contact center managers to predict contact volumes and average handle time with high accuracy, determine ideal staffing levels, and optimize agent schedules to ensure they have the right agents at the right time. Enabling these capabilities takes just a click, eliminating the need to build custom applications or integrate with third-party products, which can be complex and expensive. These new capabilities help businesses optimize their operations, meet service level goals, and improve agent and customer satisfaction.

Source:: Amazon AWS