Amazon Connect now integrates with other voice systems to directly transfer voice calls and metadata without using the public telephone network. You can use Amazon Connect telephony and Interactive Voice Response (IVR) with your existing voice systems to help improve customer experience and reduce costs. Amazon Connect IVR provides conversational voice bots in 30+ languages […]

Amazon Connect now integrates with other voice systems for real-time and post-call analytics, so you can use Amazon Connect Contact Lens with your existing voice system to help improve customer experience and agent performance. Amazon Connect Contact Lens provides call recordings, conversational analytics (including contact transcript, sensitive data redaction, content categorization, theme detection, sentiment analysis, […]

Amazon Connect now enables you to record audio when your customer engages with self-service interactive voice response (IVR) and other automated interactions. On the Contact details page, you can listen to the recording or review logs which includes information such as the bot transcription or touch-tone menu selection. Recording settings can be configured using the […]

Today, AWS introduces an enhanced version of SaaS Quick Launch for Databricks Data Intelligence Platform in AWS Marketplace, delivering a streamlined Databricks workspace deployment experience on AWS. Databricks is a unified data analytics platform that enables organizations to accelerate data-driven innovation. SaaS Quick Launch for Databricks automates installation and configuration steps, simplifying the process of […]

Amazon Connect now allows you to compare intraday forecasts against previously published forecasts, review projected daily performance, and receive predictions for effective staffing, all available within the Amazon Connect Contact Lens dashboards. With intraday forecasts, you receive updates every 15 minutes with predictions for rest-of-day contact volumes, average queue answer time, average handle time, and, […]

Today, AWS announces the preview of Amazon Elastic VMware Service (Amazon EVS). Amazon EVS is a new, native AWS service to run VMware Cloud Foundation (VCF) within your Amazon Virtual Private Cloud (Amazon VPC).  Amazon EVS automates and simplifies deployments and provides a ready-to-use VMware Cloud Foundation (VCF) environment on AWS. This allows you to […]

Amazon Q in Connect, a generative AI powered assistant for customer service, now enables customers to natively configure AI guardrails to implement safeguards based on their use cases and responsible AI policies. Contact center administrators can configure company-specific guardrails for Amazon Q in Connect to filter harmful and inappropriate responses, redact sensitive personal information, and […]

Amazon Connect Contact Lens now provides you with the ability to automatically categorize your contacts using generative AI, making it easy to identify top drivers, customer experience, and agent behavior for your contacts. You can provide criteria to categorize contacts in natural language (e.g., did the customer try to make a payment on their balance?). […]

Amazon Connect now offers new capabilities to proactively engage your customers in a personalized manner. These features help non-technical business users create customer segments using prompts and drive trigger-based campaigns to deliver timely, relevant communications to the right audiences. Use new segment AI assistant in Amazon Connect Customer Profiles to build audiences using natural language […]

Today at re:Invent, AWS announced Amazon Elastic Kubernetes Service (Amazon EKS) Auto Mode, a new feature that fully automates compute, storage, and networking management for Kubernetes clusters. Amazon EKS Auto Mode simplifies running Kubernetes by offloading cluster operations to AWS, improves the performance and security of your applications, and helps optimize compute costs.  You can […]