AWS launched Contact Center, its customer service-oriented product, a few years ago, putting it right in the middle of enterprise applications. It also puts the company in a direct competitive position with Salesforce and other established enterprise SaaS providers.
When you compete in this space, you need powerful features, and today at AWS re:invent in Las Vegas, AWS CEO Adam Selipsky showcased three features to help further automate management Amazon contact centers running on AWS.
To start, the company is introducing new performance management features under Contact Lens for Amazon Connect, designed to help managers identify CSAs that are having issues. The solution uses a combination of performance review forms and machine learning-based voice analytics to assess professional performance.
In fact, it’s supposed to help identify agents who might need additional training or coaching. “It reduces the time contact center managers spend identifying performance issues and helping coach agents,” Selipsky explained today. Employees might see it differently (the bot says I didn’t answer correctly).
In a similar vein, AWS is also introducing a new capability to guide agents in interacting with customers so they can resolve issues faster and more consistently. This should help reduce the number of errors and the need for the prerequisite functionality (at least in theory).
The company also announced the general availability of Amazon Connect Forecast, originally announced in March this year. It is designed to help contact center managers optimize agent schedules and ensure they have the right people.
“Connect is a great example of how the cloud is removing constraints to reimagine business challenges like delivering better customer service,” said Selipsky, something SaaS companies have known all along, but for AWS, which tends to focus on infrastructure and platform elements, it’s a different approach.