Connect is basically an AWS service. So, we have used it within the InsightDesk Cloud itself, along with integration with other CRM platforms like Salesforce, ServiceNow, and maybe the Genesys Cloud as well because it is possible.
Some companies keep their agents in Amazon Connect, while others may use Genesys or other vendors.
So, the main use case of Amazon Connect is there are agents in the contact centers. Previously, they used to have very big VoIP phones to attend the customer calls.
Now, for every call, they had to answer the user queries, even though some of the queries were not relevant. Some of the queries were common.
When Amazon Connect launched its service, it introduced the softphone feature right on the agent's screen. So, you don't need to keep any big VoIP phone. You don't need to invest in the hardware costing and all.
Along with that, there's the bot option also. You can set it for both your Amazon Prime. They will automate like bots will answer the basic and repetitive queries of the customer.
If the customer wants to talk to a human agent, then the call will be transferred to the agent. Along with that, you can customize your contact centers, as this particular sales call should go to the particular agent itself, a particular team itself; this support call should go to a particular support team as well.
Agents, customers should wait only this much time in the queue if the agents are on another call, along with some AI and ML-related customizations, like a supervisor can monitor the performance of the agent, whether they are performing well or they are performing moderately.
The sentiment analysis you can do. Customized agent dashboard is possible, and a customized supervisor dashboard is also possible. So, there are multiple features Amazon Connect provide. Yeah. You can integrate with other AWS services or CRM platforms.
There are multiple valuable features. First of all, there is the feature of call diversion to agents. The contact flow design is an easier way to route things over the contact center medium.
Along with that, the performance thing, I have noticed a very good feature in Amazon Connect. And voicemail integration means if the customer agent is not picking up the call, the customer can drop a voicemail. This is a very good feature of Amazon Connect.
Even Lex-powered bots, which is one of the services of AWS, and Lex-bot also, you can integrate for chat queries. This is a perfect feature. It has integration with Amazon Connect and along with other AWS services. Even Amazon Connect Pro voice is omnichannel. It works on omnichannel, meaning chat along with voice. So, this is the perfect feature.