AWS – Amazon Connect Customer Profiles now provides a contact block to personalize customer service

Amazon Connect Customer Profiles now offers a contact block that enables contact center managers to personalize the contact center experience without the need to write code. Using Amazon Connect’s contact flow builder’s graphical user interface and the new Customer Profiles contact block, contact center managers can create personalized experiences that leverage customer information such as name and address. For example, you can play a personalized greeting by using the customer name from the Customer Profiles block or route customers to different queues based on their address. The new flow block also enables you to update customer information using inputs customer provide, helping you keep profiles up to date with the latest customer information.

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