Amazon Web Services announced the launch of its automated outbound communications for call centers in preview, as its Amazon Connect service picks up momentum. The cloud provider said that its platform, Amazon Connect, now supports more than 10 million contact center interactions daily.

Amazon Connect is AWS’s omnichannel contact center platform made for agents to give information rapidly, authenticate calls and streamline communications.

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What’s new?

Some of the latest features getting included in Amazon Connect include:

  • Amazon Connect’s launch in the preview is for high-volume outbound communications. The service encompasses texts, calls, and email notifications, with embedded management in Amazon Connect. The high-volume outbound communications service can be used to schedule notifications, specify contacts and lists, and control outreach, using the availability. Machine learning can detect a live customer, voicemail greeting, or busy signal.
  • Amazon Connect is now generally available and fitted with tools that give agents access to product and service information. Amazon Connect Wisdom takes in content to organize, break down data silos and has pre-built connectors to ServiceNow and Salesforce. Machine learning speech analytics can be applied via Contact Lens for Amazon Connect and Amazon Connect Wisdom to identify issues and give recommendations to solve said issues.
  • Amazon Connect VoiceID is also generally available, complete with ha real-time caller authentication, which uses voice analysis. Amazon Connect VoiceID generates digital voiceprints for customers and enables them to create watchlists that are meant to trap fraudsters.

Having amassed tens of thousands of customers in just four years and with more than ten million customer interactions daily, these augmentations are much-needed by the customers. They build on a foundation that aims to make it even simpler for contact centers to deliver high-end customer service.  

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