Description

Amazon Connect is a cloud-based contact center solution designed for helpdesk agents. It enables users to improve agent productivity and customer experience across voice and digital channels; onboard agents with AI and ML capabilities in a unified agent workspace; automate machine learning to streamline real-time caller authentication and fraud risk detection; analyze callers' voice characteristics and carrier network metadata; and interact with agents on both channels based on factors such as preferences and wait times. Features include contact forecasting, capacity planning, skills-based routing, caller authentication, data redaction, and productivity management.