Amazon Connect is an omnichannel cloud contact center. In just a few steps, you can set up a contact center, add agents available anywhere, and connect with your customers. You can provide a personalised experience for your customers by using omnichannel communication. For example, based on customer preferences and expected latency, you can dynamically offer chat and voice contact.
Agents, on the other hand, can easily process all customers through a single interface. You can, for example, chat with customers and create or respond to tasks when they are targeted. For more details about amazon connect, you can visit this site – https://pentwaterconnect.com/.
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Amazon Connect is an open platform that you can use to connect to other enterprise apps like Salesforce. You can also use the AWS ecosystem to give your customers new experiences.
With Amazon Connect, you can create an omnichannel contact center: a contact center that provides a unified experience across multiple channels such as voice, chat, and tasks. They use the same routing profiles, queues, contact flows, metrics, and reports across all channels.
All channels are monitored by the manager from a single panel. All clients are managed by the agent through a single interface. When a customer interaction starts with chat and then switches to voice, the agent handling the voice call has a full transcript of the chat to keep the conversation in context.
If necessary, you can separate communications and omnichannel channels to provide a highly customised experience for your customers. For example, based on customer preferences, expected wait times, and agent skills, you can dynamically offer chat and/or voice contact.