Highlights:

  • New performance management features are being added to Contact Lens for Amazon Connect to aid in identifying struggling CSAs (Cloud Security Alliances).
  • By using the Amazon Connect forecasting tool, contact centre managers may better organize their agents’ schedules and ensure availability of the right people.

AWS’s product for customer service, the Contact Center, came out a few years ago. This put it right in the middle of enterprise applications. It also placed the company in direct competition with companies like Salesforce and other well-known enterprise SaaS providers.

When you want to compete in that space, you need some powerful features. Recently, at AWS reinvent in Las Vegas, AWS CEO Adam Selipsky showed off three features that will make managing Amazon Contact Centres that run on AWS more automated.

First, the company is adding new performance management tools to Contact Lens for Amazon Connect to help managers find (Cloud Security Alliances) CSAs who are having problems. Reviewing job performance is done with a mix of performance review forms and voice analytics driven by machine learning.

It is meant to help determine which agents might need more training or coaching. Selipsky explained, “These reduce the time the contact center managers spend identifying performance issues and helping to coach agents.” Different employees could see it differently (the bot says I didn’t answer correctly).

Along the same lines, AWS is adding a new feature to help agents interact with customers. This will help them solve problems faster and more consistently. This should make for fewer mistakes and the need for previous feature less critical (at least in theory).

The company also said that Amazon Connect forecasting, which was first announced in March, is now open to everyone. It’s made to help contact center managers make the best use of their agents’ schedules and make sure they have the right people on hand.

Selipsky said, “Connect is a great example of how the cloud is removing constraints to reimagine business challenges like delivering better customer service.” SaaS companies have known this for a long time, but AWS takes a different approach because it tends to focus on infrastructure and platform pieces.