Amazon Web Services (AWS) has announced a number of new features for Amazon Connect, its contact centre offering.
In Brief:
Amazon Connect is AWS’ cloud-based omnichannel customer service contact centre business.
AWS has added Amazon Connect Voice ID, Amazon Connect Wisdom and high-volume outbound communications.
The voice ID offering will analyse speech to streamline the authentication experience for customers.
What does this mean?
Amazon Connect is one of AWS’ “fastest-growing services ever”, according to General Manager Pasquale DeMaio, answering the demand of many customers for a cost-effective way to interact with their end users through a variety of media. The new features will make it simpler for contact centres to provide customer service and help customers “scale their outbound communications”.
