Amazon Web Services said that as its Amazon Connected Services is gaining momentum, it is launching a preview version of automated outbound communications for contact centers.
The cloud provider said its Amazon Connect now supports more than 10 million contact center interactions per day. Customers include Priceline, Labcorp, University of Texas and Vodaphone NZ.
Amazon Connect is AWS’s omnichannel contact center platform designed to quickly provide information to agents, verify calls, and simplify communications.
Here are the latest features introduced for Amazon Connect:
- Amazon Connect is releasing a preview version of high-volume outbound communications. The service covers call, SMS and email notifications, and management is embedded in Amazon Connect. Large-capacity outbound communication services can arrange notifications, designate contacts and lists, and limit outreach based on availability. Machine learning can detect real-time customers, voice mail greetings, or busy tones.
- Amazon Connect Wisdom is usually provided with the tool, allowing agents to access product and service information. Amazon Connect Wisdom can ingest and organize content, break data silos, and has pre-built connectors to Salesforce and ServiceNow. Through Amazon Connect’s Contact Lens, Amazon Connect Wisdom uses machine learning voice analysis to identify problems and recommend solutions.
- Amazon Connect VoiceID can often be used for real-time caller authentication using machine learning voice analysis. Amazon Connect VoiceID creates digital voiceprints for customers and enables customers to create watch lists for fraudsters.
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