Amazon Connect Component

Overview

Amazon Connect is an omnichannel cloud contact center. You can set up a contact center in a few steps, add agents who are located anywhere, and start engaging with your customers.
You can create personalized experiences for your customers using omnichannel communications. For example, you can dynamically offer chat and voice contact, based on such factors as customer preference and estimated wait times. Agents, meanwhile, conveniently handle all customers from just one interface. For example, they can chat with customers, and create or respond to tasks as they are routed to them.

Amazon Connect is an open platform that you can integrate with other enterprise applications, such as Salesforce. You can use Amazon Connect with other AWS services to provide innovative new experiences for your customers.

Key Features & Functionality

1. Provide Voice call connectivity which can be both inbound and outbound based on the contact flow.
2. Provide Chat connectivity which is only available as inbound.
3. Provide access to Amazon Wisdom which is a knowledge base that can be used by the agent to find content without navigating the window.

Note: To retrieve the contact reports, the Amazon Connect Connected System has to be used