Broadcast Date: June 15, 2021

Level: 200

When customers need help all they want is a quick and convenient customer service, however delivering an efficient contact center experience can be challenging. Agents often have to piece together information from a variety of tools from multiple vendors across dozens of channels. With Amazon Connect, contact center agents operate from a single user interface (UI) for voice, chat, and tasks. With new Amazon Connect features launched this year, agents are now fully equipped to deliver productive customer conversations without having to learn and interact with a number of different tools. In this tech talk, you'll see demos of the latest Amazon Connect features, and you'll see how customers use Amazon Connect to optimize their customer service across channels.

Learning Objectives

  • Explore how to unify voice, chat, and tasks within Amazon Connect to deliver the most convenient customer service
  • Learn how to empower agents with intelligent tools to handle contacts more efficiently
  • Follow demos to see how Amazon Connect’s agent productivity tools can be applied in your contact center

Who Should Attend?

Contact Center Supervisors, IT Developers, Customer Experience Directors, Business Decision Makers


  • Kun Qian, CX Acceleration Specialist, AWS

Learn More

To learn more about the services featured in this talk, please visit:

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