Title

AWS re:Invent 2022 - [NEW] Resolve customer issues faster w/Amazon Connect agent workspace (BIZ210)

Summary

• Amazon Connect is a cloud-based contact center service that scales to any size workload and operates on a pay-as-you-go basis.
• The service is designed to be simple to use, with a self-service graphical user interface and technologies like speech recognition and natural language understanding.
• Amazon Connect has been adopted by a wide range of customers, from large enterprises to small startups, due to its flexibility and cost-effectiveness.
• The Amazon Connect agent workspace is a free, out-of-the-box solution that provides agents with a unified interface to efficiently handle customer interactions.
• The workspace includes features like contact control panel, customer profiles, cases tab, and automatic recommendation service.
• New step-by-step guides have been launched to improve onboarding of new agents, adherence to best practices, and operational efficiencies.
• Step-by-step guides are configurable and provide agents with contextually relevant data and actions to resolve issues faster.
• The guides are part of a new UX process called Listen, Match, Solve, which has been used internally at Amazon to improve agent efficiency and training.
• The guides can be used for voice, chat, and task contacts, and can be customized or embedded into custom agent workspaces.
• Guides are built using Amazon Connect Flows, a low-code/no-code builder, and can integrate data from both Connect and external systems.
• The new UX has led to reduced onboarding time, increased proficiency, reduced average contact handle time, and reduced agent stress.
• Analytics and flow logs have been updated to track agent actions and provide insights for optimizing workflows.
• Customers and partners are excited about the potential of guides to streamline operations and reduce maintenance costs.

Insights

• Amazon Connect's agent workspace is designed to address common pain points in contact centers, such as agent efficiency and the complexity of handling multiple systems.
• The introduction of step-by-step guides is a significant enhancement, as it allows for a more guided and structured approach to resolving customer issues, which can lead to faster resolution times and improved customer satisfaction.
• The Listen, Match, Solve UX process is a strategic move to reduce cognitive load on agents, which not only improves their performance but also their well-being, as evidenced by the reduction in agent heart rates during trials.
• The ability to customize and integrate guides with existing systems demonstrates AWS's commitment to providing flexible solutions that can adapt to the unique needs of different businesses.
• The use of Amazon Connect Flows for building guides suggests that AWS is promoting a more democratized approach to workflow creation, enabling non-technical staff to contribute to the design and optimization of contact center operations.
• The positive feedback from customers and partners indicates a strong market interest in the new features, which could lead to wider adoption of Amazon Connect and potentially disrupt the traditional contact center software market.