AWS launches new set of tools intended to simplify case management in contact centers.
Amazon Web Services AWS has added new AI-based features to its contact center service, Amazon Connect. Amazon Connect is an omnichannel cloud contact center that serves businesses via an as-a-service model, enabling them to set up their own contact center, add agents from across the world, and engage with customers. The new tool, Amazon Connect Cases, is a new case management feature built into Amazon Connect that the tech giant claims makes it easy for contact centre agents to track, collaborate on, and resolve customer cases quickly. Managing cases often involves numerous separate issues, including many different conversations with different agents. It’s common to use case management tools to deal with this sort of complexity but Amazon says that “adding case management tools introduces complex integration projects and costly development cycles that can take many months to complete”.
