Amazon announces new tools for its cloud-hosted call center software

3 weeks ago 9
PR Distribution

Machine learning-powered accusation retrieval for agents, voice-based caller ID and high-volume outbound communications are each coming to Amazon Connect.


Image: Wavebreakmedia, Getty Images/iStockphoto

Amazon Connect, AWS' cloud-based telephone halfway solution, is adding 3 caller features the institution said volition "improve interaction halfway cause productivity and supply superior work by making lawsuit interactions much effective, idiosyncratic and natural."

Amazon besides made Connect subscriber numbers disposable for the archetypal time, saying that it is supporting "tens of thousands of AWS customers," and "more than 10 cardinal interaction halfway interactions a day." 

SEE: AWS Lambda, a serverless computing framework: A cheat expanse (free PDF) (TechRepublic)

Connect is designed to flooded galore of the shortcomings of accepted telephone halfway setups, namely infrastructure investment, energy bills, setup and attraction clip and more. Like galore AWS unreality solutions, Connect has the vantage of lone billing for clip agents walk connected the telephone with customers, and it tin beryllium scaled based connected contiguous needs. 

The archetypal of the caller features revealed by Amazon astatine Enterprise Connect is Amazon Connect Wisdom, a machine learning merchandise that uses lawsuit code and cause questions to automatically bring up applicable accusation for the telephone halfway agent. As an example, Amazon cites a lawsuit wherever "Amazon Connect tin observe erstwhile a lawsuit says 'arrived broken' to an agent, and Amazon Connect Wisdom automatically displays instructions successful the Amazon Connect cause exertion for exchanging an item."

Call halfway agents volition besides beryllium capable to usage Amazon Connect Wisdom to hunt cognition repositories for answers to much analyzable questions oregon to rapidly find things that code designation isn't detecting. 

The 2nd feature, Amazon Connect Voice ID, affects some telephone halfway agents and the customers who telephone in. Connect Voice ID is simply a instrumentality learning instrumentality that uses dependable investigation to physique a integer voiceprint for callers that opt successful to it. That integer voiceprint tin beryllium utilized successful lieu of having to participate a telephone fig oregon different signifier of ID to verify their identity. 

Connect Voice ID won't automatically assistance entree to anyone who tin dependable similar a customer, though: It assigns a assurance people based connected rhythm, transportation and code and volition emblem definite callers for further ID verification if it isn't affirmative that a caller is who they accidental they are. Connect Voice ID besides lets companies physique watchlists of known scammers to automatically emblem them to agents.

Connect Wisdom and Connect Voice ID are some mostly disposable now, but the 3rd Connect diagnostic that Amazon shared, high-volume outbound communications, is inactive successful preview. Outbound communications is simply a diagnostic that Amazon said is missing successful galore bequest telephone halfway systems that deficiency outbound capabilities. Connect's high-volume outbound communications diagnostic is meant to code that by combining outbound and inbound into 1 system.

In the lawsuit of outbound calling, businesses are mostly looking to update customers, corroborate appointments, nonstop selling messages and different interaction customers utilizing calls, texts oregon emails. 

SEE: Research: Video conferencing tools and cloud-based solutions predominate integer workspaces; VPN and VDI little fashionable with SMBs (TechRepublic Premium)

Managers with entree to the caller outbound diagnostic "can easy docket and motorboat high-volume outbound communications by simply specifying the communications channel, interaction database and contented that volition beryllium sent to customers," Amazon said. It besides mentioned instrumentality learning integration successful the dialer that tin separate betwixt unrecorded customers, voicemail greetings and engaged signals to trim wasted cause time. 

Amazon Connect customers funny successful investigating the outbound telephone features tin register for the preview astatine AWS.

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