Amazon Connect Managed Service
Use AWS’s AI-powered contact centre, Amazon Connect, to revolutionise customer experience (CX) at scale.
With just a few clicks, set up a cloud contact centre and onboard agents to assist clients immediately.
What is Amazon Connect?
Contact centre representatives can provide exceptional client experiences right now thanks to Amazon Connect. Customer issues are automatically detected by Amazon Q, a generative AI-powered assistant available in Amazon Connect. Contextual customer information, suggested replies, and actions are delivered to agents for speedier resolution, all within the single workspace. Furthermore, you can help your agents handle client concerns more quickly and accurately by using step-by-step guidance to automatically recommend appropriate actions to take.
Evaluate, monitor, and enhance performance
Supervisors and managers may proactively identify and resolve problems with their customer experience (CX), agent performance, and contact centre operations by utilising AI-powered analytics and optimisation capabilities. In order to consistently raise customer happiness, managers and supervisors can quickly detect the need for agent coaching, automatically assess agent performance, and obtain real-time insights from customer interactions. To maximise contact centre operations, you may anticipate contact volume, assign the appropriate number of agents, and make the most use of your agents with the help of workforce management skills.
Make the omnichannel experience seamless
With the help of Amazon Connect, you can provide customers with individualised, effective, and proactive experiences via their preferred channels. Customers can save time and effort by receiving natural and intuitive self-service experiences in several languages when you use chatbots driven by artificial intelligence. Additionally, you can proactively engage consumers at scale with Amazon Connect by sending them appointment reminders or pertinent information through their preferred channel.
A contact center’s ability to succeed depends on its analytics. Gaining knowledge of every customer experience touchpoint enables you to monitor performance precisely and adjust to changing business needs. Even if the Amazon Connect console provides typical metrics, there are situations when you need more information and specific requirements for reporting because of the particular demands of your company.
The Amazon Connect analytics data lake is publicly accessible as of right now. This new feature, which was unveiled as a preview last year, makes it unnecessary for you to create and manage intricate data pipelines. The zero-ETL capability of the Amazon Connect data lake eliminates the requirement for extract, transform, and load (ETL).
Enhancing your Amazon Connect customer experience
You may combine several data sources, such as agent activity and customer contact information, into one place by using the Amazon Connect analytics data lake. Your data is now centrally located, which saves money on establishing complex data pipelines and gives you the ability to analyse contact centre performance and obtain insights.
You can access and analyse contact centre data, including contact trace records and Amazon Connect Contact Lens data, with the use of the this analytics data lake. This gives you the freedom to use your preferred business intelligence (BI) tools, such Tableau and Amazon QuickSight, to prepare and analyse data using Amazon Athena.
Utilize the Amazon Connect analytics data lake to get started
Setting up an Amazon Connect instance is a prerequisite for using the Amazon Connect analytics data lake. To establish a new Amazon Connect instance, just follow the instructions on the Create an Amazon Connect instance page. I’ll get right to demonstrating how to use the Amazon Connect analytics data lake.
You can choose instance by first navigating to the Amazon Connect console.
You can then configure analytics data lake by going to Analytics tools and choosing Add data share on the following page.
This opens a pop-up dialogue where you must first specify the AWS account ID that you want to use. You can use this option to set up a centralised account that will receive all data from instances of Amazon Connect running under different accounts. You can then choose the data types you have to share with the target AWS account under Data types. Please check the Associate tables for Analytics data lake to find out more about the sorts of data that you can share within the Amazon Connect analytics data lake.
After it’s finished, you can view a list of every target AWS account ID that you have shared every kind of data with.
You may associate your tables with the analytics data lake using the AWS Command Line Interface (AWS CLI) in addition to the AWS Management Console.
The request must then be approved (or rejected) in the target account’s AWS Resource Access Manager (RAM) console. RAM is an AWS service that facilitates safe resource sharing between accounts. You choose Resource sharing in the Shared with me section after navigating to AWS RAM.
You can now use Amazon Connect to access shared resources. You can now use AWS Lake Formation to create connected tables from shared tables. You go to the Tables page in the Lake Formation console and choose Create table.
You have to make a resource link to a database that is shared. Then fill the information and choose the location of the shared table as well as the available database.
The available shared tables that you can access will then be listed when you pick Shared table.
You can visit the Amazon Athena console to do some data searches.
You can access specific Amazon Connect data types with this setup. You can even use Amazon QuickSight to integrate and see the data.
Things to Know
Amazon Connect Pricing
Pricing: You can utilise this analytics data lake for up to two years without incurring any further fees. The services you use to engage with the data are the only ones for which you must pay.
Amazon Connect Availability
Availability: The Amazon Connect analytics data lake is typically accessible in the following AWS Regions: Africa (Cape Town), Asia Pacific (Mumbai, Seoul, Singapore, Sydney, Tokyo), US East (N. Virginia), US West (Oregon), Canada (Central), and Europe (Frankfurt, London).
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