AWS – Amazon Connect introduces enhanced calculated attributes

Amazon Connect Customer Profiles now offers enhanced calculated attributes with timestamp controls, historical data backfill, and improved limits to help businesses transform customer data into actionable insights. Customers now can specify timestamps on their data, including future-dated events, and process historical data information with increased limits.

Amazon Connect Customer Profiles offers calculated attributes that transform customer behavior data (e.g., contacts, orders, web visits) into actionable insights such as a customer’s preferred channel to drive proactive outbound campaigns, dynamic routing, and personalize IVRs without requiring engineering resources. With new enhancements, customers can now create more accurate and relevant calculated attributes by controlling which timestamps are used for calculations and ensuring proper chronological ordering regardless of the ingestion sequence. The new historical calculation capability automatically includes previously ingested data when creating new attributes, eliminating the wait time for meaningful insights for customer engagement. These enhancements enable sophisticated use cases like tracking upcoming appointments, analyzing long-term customer behavior patterns, evaluating customer lifetime value, and ensuring agents are prepared with relevant context before customer interactions.

Amazon Connect Customer Profiles is available in US East (N. Virginia), US West (Oregon), Africa (Cape Town), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Asia Pacific (Seoul), Canada (Central), Europe (Frankfurt), and Europe (London). To learn more, refer to our help documentation, visit our webpage, and view the API reference guide.
 

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