image credit: Unsplash

Power Contact Center Agents with New Machine-Learning Capabilities

October 7, 2021

Via: No Jitter

During the AWS re:Invent conference last year, I wrote about new capabilities added to Amazon Connect, our easy-to-use omnichannel cloud contact center. Now, I am happy to announce the general availability of two of these capabilities, Voice ID and Wisdom, and the launch of a new one. High-volume outbound communications allows, as the name implies, the initiation and management of outbound communications over voice, SMS, or email.

Amazon Connect Wisdom

Wisdom reduces the time agents spend searching for answers. Today, when agents require access to information to help a customer, they lose time trying to navigate different data sources in siloes: FAQ, files, wiki pages, customer call history, knowledge bases, etc.

Read More on No Jitter