Omnichannel Contact Center: Unifying Voice and Chat

Level: 300

Amazon Connect is an omnichannel contact center that provides a single, unified experience for the agent and the customer across voice and chat. Delivering an omnichannel customer experience can be challenging for businesses because they often have limited flexibility when piecing together a variety of products from different vendors. Amazon Connect provides a single routing engine which increases efficient distribution among agents and reduces end-customer wait times. Agents can also operate from a single user interface to help end-customers on voice and chat, reducing the number of tools they have to learn and interact with. In this tech talk, you’ll learn how you can build once and enable everywhere with Amazon Connect.