1 year ago

https://aws.amazon.com/polly/ In https://aws.amazon.com/about-aws/whats-new/2022/06/amazon-connect-cases-preview/ a preview of https://aws.amazon.com/connect/cases/, a feature of Amazon Connect that simplifies these customer interactions and reduces the average handle times of issues. Cases, a feature of Amazon Connect, makes it easy for your contact center agents to create, collaborate on, and quickly resolve customer issues that require several customer conversations and follow-up tasks, and they can focus on solving the customer issue, no matter how simple or how complex. Agents have relevant case details (such as date and time opened, issue summary, or customer information) in a single unified view, and they can focus on solving the customer issue.

View case history and activity all in one place – Agents view the details of the customer issue (including calls, tasks, and chats associated with the case) all in one place within the unified Amazon Connect agent application.

Take action with task management – This feature is Cases working together with Amazon Connect Tasks to help you reduce resolution time and improve efficiency.