Amazon Web Services (AWS), announced this week several enhancements to Amazon Connect. This cloud-based call center service is available through Amazon Web Services (AWS).
After being tested internally at Amazon.com, Amazon Connect was made publicly available in March. It is a self-service platform that allows companies to quickly set up, scale, and customize their own contact centers using a low-cost, pay as-you-go model.
Amazon Connect was initially available only from AWS’ Northern Virginia region at the time of its launch. AWS announced Tuesday that Amazon Connect can now be supported from its Sydney region.
AWS also supports seven additional languages: Spanish (French), Japanese (Simplified Chinese), German, Brazilian Portuguese, Korean, and Spanish (French).
AWS announced that the update provided a localized view for accessing the Amazon Connect management console and your Amazon Connect contact centers instances.
The company also introduced a new dashboard to give administrators real-time information about their call center operations. The new “visual dashboard” allows administrators to identify indicators to monitor, such as agent occupancy or service levels, and to react to any changes as they occur.
AWS announced that the dashboard can be used to monitor and define the service levels and indicators of agent occupancy that are most important to your business. The dashboard can be configured to show only the metrics that you are interested in. This allows you quickly identify and fix issues. You can create your dashboard right from the homepage of your Amazon Connect instance.
