Amazon Connect forecasting, capacity planning, and scheduling (preview) are now available in the Asia Pacific (Sydney) AWS region. Machine-learning powered capabilities make it easier for contact center managers to help 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. This helps businesses optimize their operations, meet service level goals, and improve agent and customer satisfaction. Getting started takes just a click, eliminating the need to build custom applications or integrate with third-party products.
Source:: Amazon AWS