What’s new with Amazon Connect in 2024: Empowering CX transformation
Contact Center Blog
The article highlights the latest updates and capabilities of Amazon Connect, AWS's AI-powered cloud contact center solution, aimed at empowering organizations to deliver exceptional customer experiences.
Specifically, the article covers:
- Improvements to the agent experience, including a visual refresh of the agent workspace, and the ability to integrate custom applications for a unified experience
- New analytics capabilities like the analytics data lake and generative AI-powered features like automated conversation summaries and performance evaluation recommendations
- Expanded omnichannel support through integrations with Apple Messages for Business and guided chat experiences for self-service
- Examples of how companies like Experis, nib Group, NatWest Group, and Ryanair are leveraging Amazon Connect to enhance customer service
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