Using Amazon Connect Customer Profiles inside the agent workspace, agents can now see cases from 3P case management solutions and Connect Cases inside a particular customer profile. Having both customer profile information together with case details in the same window makes it easier for agents to understand the customer context and reduces wasted time switching between applications. Using the cases table inside the Customer Profile, agents can see case information such as status, date last updated, title, and source system. If agents need more detail, they can click on the case to access additional information from the source system. For example, agents handling transfers, can now see the caller’s open case regarding license renewal, quickly assist them without needing to gather more information, and help provide faster issue resolution. As another example, agents can now see repeat callers’ open cases regarding late deliveries and quickly give them an update on the delivery status.
Source:: Amazon AWS