Amazon Connect now offers the ability to maintain an open communication channel between your agents and Amazon Connect, helping reduce the time it takes to establish a connection with a customer. Contact center administrators can configure an agent’s user profile to maintain a persistent connection after a conversation ends, allowing for subsequent calls to connect faster. Amazon Connect persistent agent connection makes it easier to support compliance requirements with telemarketing laws such as the U.S. Telephone Consumer Protection Act (TCPA) for outbound campaigns’ calling by reducing the time it takes for a customer to connect with your agents.
Amazon Connect persistent connection preview is now available in all AWS regions where Amazon Connect is offered, and there is no additional charge beyond standard pricing for the Amazon Connect service usage and associated telephony charges. To learn more, visit our product page or refer to our Admin Guide. Sign up for the preview here.
Source:: Amazon AWS