Agent productivity and empowerment
Boost agent productivity and performance for faster customer resolutions
Provide your agents with an intuitive workspace that makes their day-to-day work and interactions as effective and efficient as possible. With Amazon Connect, agents have all the information they need to quickly detect customer identities, determine likely issues, and follow the fastest path to resolution.
Benefits
Simplify your agent experience
Provide agents with a single workspace to onboard faster and deliver great customer service.
Assist agents with relevant information and next best actions
Display product information and programmatically recommend knowledge articles and guided actions for your agents.
Easily track and resolve simple to complex issues
Empower agents to create, prioritize, and solve issues in collaboration with other agents and teams.
Provide agents with a 360° view of the customer
Equip agents with a unified view of up-to-date customer profile information.
Equip agents with everything that they need
The Amazon Connect agent workspace provides your agents with an innovative, easy-to-use application. When an agent accepts a call, chat, or task, they have all the right information at their fingertips, plus real-time recommendations and step-by-step guides to solve customer issues quickly.
Agent Productivity Features
Amazon Connect agent workspace
Empower agents with a unified experience, including step-by-step guides.
Amazon Connect Voice ID
Real-time caller authentication and fraud risk detection using ML-powered voice analysis.
Amazon Connect Customer Profiles
Agents can deliver faster, more personalized customer service.
Amazon Connect Wisdom
Deliver agents the information they need to solve issues in real time.
Amazon Connect Cases
Track, collaborate on, and resolve customer issues quickly.
Amazon Connect Tasks
Prioritize, track, manage, and automate tasks for contact center agents.
Customers stories
Kentucky Transportation Cabinet equips their agents with a unified experience
Discover how KYTC is transforming their customer experience by boosting agent productivity using artificial intelligence (AI)
Watch the presentation »
Unum reimagines the insurance experience, starting with their agents
In this video, discover how Unum is improving the economics of their contact center by delivering agents with intuitive tools and simplified call center management.
Whether your contact center is currently using agent tools today or not, our AWS experts can demo and assess how Amazon Connect helps increase agent productivity.