Amazon Connect now supports multi-user web, in-app and video calling, allowing multiple users to join the same session with an agent through a web browser or mobile application. Contact center agents can dynamically add participants during a live call or multiple participants can join a scheduled session with the same agent. Participants can engage in audio, video, and screen sharing for a fully collaborative experience.
This capability helps organizations support scenarios such as joint financial planning between spouses, partners and advisors, family medical consultations, or conversations that involve legal representatives, translators, or subject matter experts. With this capability, you can enable a rich, inclusive interaction across stakeholders in a single session, reducing friction and improving the quality of support for complex engagements.
These new features are available in all AWS regions where Amazon Connect is offered. To learn more, visit our product page or refer to our Admin Guide.
Source:: Amazon AWS