Amazon Connect gets three new features, including voice ID authentication

At the Enterprise Connect conference, Amazon Web Services (AWS) announced three new features, including voice ID authentication for Amazon Connect, a highly scalable and cost-effective omni-channel cloud contact center solution.

Amazon Connect is not only easy to set up and use, but also cost-effective because the company only pays for the time the agent actually interacts with the customer.

Here are the three new features announced for Amazon Connect:

Amazon Connect Voice ID

Amazon Connect Voice ID uses machine learning to provide real-time caller authentication and fraud risk detection, making voice interaction faster and more secure. It analyzes the caller’s unique voice characteristics (such as rhythm, pitch, and pitch) and carrier network metadata, and provides real-time decisions about the identity of the caller for agents and self-service interactive voice response (IVR) systems.

Amazon Connect Voice ID also allows companies to create custom watch lists for fraudsters, thereby reducing potential losses from fraud attacks and making contact center operations safer.

Amazon connects wisdom

Amazon Connect Wisdom enables agents to access a wide range of product and service information, thereby reducing the time it takes to search for answers. It connects relevant knowledge repositories with built-in connectors of third-party applications such as Salesforce and ServiceNow, as well as internal wikis, FAQ stores, and file sharing to help them find answers and quickly resolve customer issues.

Using the real-time voice analysis and natural language processing (NLP) of Amazon Connect’s Contact Lens, Wisdom detects customer questions during the call and then provides agent suggestions and answers.

Large-capacity external communication

Amazon Connect’s high-volume outbound communication of calls, text messages, and emails provides organizations with a simple, embedded, and cost-effective way to contact millions of customers every day for marketing promotions, appointment reminders, and notifications of upcoming deliveries And other communications, without the need to integrate third-party party tools.

Communication features include predictive dialers, which can automatically call customers on the list, but limit outreach based on the availability of agents. It also uses machine learning models to distinguish online customers, voice mail greetings or busy tones, and improves agent efficiency by ensuring that agents are only connected to online customers.

Amazon Connect high-capacity outbound communication is now available in preview in the US East (N. Virginia), US West (Oregon) and Europe (London) AWS regions