What is Connect Customer?
Note
Amazon Connect Customer is the current name for the product previously called Amazon Connect. Amazon Connect is now a set of agentic AI solutions for different business functions. This guide covers Amazon Connect Customer.
Connect Customer engages customers at every touchpoint and creates deeper relationships with AI powered capabilities.
Build and manage customer communication experiences. Connect customers to agents, enable intelligent routing, and track performance in real-time.
Connect Customer helps a variety of personas:
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Customers reach out to your contact center because they are having trouble with some issue they can't resolve for themselves, or resolve easily. They want the ability to contact your contact center using any method they choose.
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Agents are responsible for helping customers solve general problems, and come to a quick resolution whenever possible. They spend most of their time interacting with customers, whether through voice, chat, SMS, or other channels, and then documenting the interaction.
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Contact center managers and supervisors spend most of their day monitoring their team's metrics and readjusting their configuration to be optimal for their business. They onboard most new agents, and provide coaching to help their team members grow.
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Administrators handle the entire Connect Customer configuration. They provision phone numbers and integrate Connect Customer with other products. Along with contact center managers, they define queues and routing profiles, implement flows, and create rules to set up alerts and notifications.
Get more information in the Connect Customer feature overview.
How to get started
If you are a first-time user of Connect Customer, we recommend that you do the following:
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Check out the Getting Started with Connect Customer
for an introduction to Connect Customer with a series of hands-on labs. -
Explore Connect Customer with our tutorials.
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Read the architectural guidance.
Pricing
With Connect Customer, you pay only for what you use. For more information, see Connect Customer pricing
