What is Amazon Connection? Amazon Connection Review, Features

Amazon Connection is a self-service, cloud-based contact center service that makes it easy for any business to deliver better customer service at a lower cost.

About Amazon Connection

Amazon Connect is based on the same contact center technology that Amazon customer service agents around the world use to support millions of customer conversations. Amazon Connect uses a self-service graphical interface that allows non-technical users to easily design contact flows, manage agents, and track performance metrics without the need for specialized skills. With Amazon Connect, customers do not need to pay upfront or sign long-term contracts, nor do they need to manage any infrastructure; customers only pay for Amazon Connect usage (by the minute) and all related phone services.

Features of Amazon Connection

• Provide omnichannel customer service and build high-quality omnichannel voice and interactive chat experiences to support your customers from anywhere. Use a single intuitive user interface (UI) for contact routing, queuing, and analytics.
• Personalize interactions with built-in AI and ML. With embedded artificial intelligence (AI) and machine learning (ML), Amazon Connect can be used to easily automate interactions, understand customer sentiment, authenticate callers, and support capabilities like interactive voice response (IVR) and chatbots.
• Improve agent productivity and make your agents more engaged and productive. Surface unifies customer profiles and suggests answers in real time, then quickly resolves customer issues through case management and follow-up tasks.