Title

AWS re:Invent 2022 - [NEW LAUNCH!] Optimize your workforce with Amazon Connect (BIZ211)

Summary

Amazon Connect is a cloud-based omni-channel contact center solution that can be set up quickly, scales to any workload, and operates on a pay-as-you-go model.
The new capabilities introduced include forecasting, capacity planning, and scheduling, designed to address customer pain points such as meeting service level goals, improving customer experience, and reducing costs.
The forecasting feature allows for accurate projections of contact volumes and average handling times for up to 18 months.
Capacity planning uses forecasts to determine headcount requirements, hiring needs, and training ramp-up times.
Scheduling enables interval-level staffing and shift creation, with real-time adjustments for intraday changes.
The system integrates machine learning and artificial intelligence to improve accuracy and efficiency.
Automated workflows are added to reduce manual tasks for supervisors and agents.
The new capabilities are native to Amazon Connect, easy to use, and can be enabled or disabled with a simple checkbox.
Security profiles control permissions for forecasting, capacity planning, and scheduling.
The system allows for easy data import, creation of forecast groups, and generation of forecasts and schedules.
Real-time adherence monitoring and historical adherence reporting are available to manage agent performance.
Customer stories from Ameriflex and Litigation Practice Group were shared, highlighting the benefits of the new capabilities.

The introduction of forecasting, capacity planning, and scheduling within Amazon Connect addresses critical operational challenges faced by contact centers, such as staffing balance, customer experience, and cost management.
The use of machine learning and artificial intelligence in these features suggests a significant improvement in the accuracy of forecasts and efficiency of schedules, potentially leading to cost savings for businesses.
The ease of enabling and disabling these capabilities, along with the pay-as-you-go pricing model, provides flexibility and reduces the risk for businesses looking to try out Amazon Connect's new features.
The granular control over permissions through security profiles ensures that only authorized personnel can access sensitive forecasting and scheduling data, enhancing security and compliance.
The ability to import data and create forecast groups simplifies the transition for new customers and allows for a more tailored approach to workforce management.
Real-time adherence monitoring and historical adherence reporting tools empower supervisors to manage agent performance more effectively, potentially leading to improved service levels and customer satisfaction.
Customer stories demonstrate real-world applications and benefits of the new capabilities, providing evidence of the value that Amazon Connect's new features can bring to different types of businesses.