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The global cloud contact center market has been identified as a Industry of $ 11.5 billion last year, a figure that is expected to more than triple within 4 years as part of a larger push towards cloud-based technologies. As such, Amazon launched Amazon Connect in 2017, bundling various cloud services together as a standard cloud-based contact center product that any business can use. Amazon Connect is essentially designed to attract businesses to Amazon’s cloud, a move that prompted rival Google to launch its own cloud-based contact center offering.
Last december, Amazon announced a bunch of new features for Amazon Connect, two of which were only available as part of a preview program. Today, these features are available to all businesses.
Your voice is your passport
Amazon Connect voice ID relies on machine learning (ML) to authenticate callers in real time. This not only speeds up the user authentication process by bypassing traditional security questions (eg. What is your date of birth and your mother’s maiden name?), but it also helps identify fraud by comparing a caller’s voice with recordings of known bad actors.
In addition to monitoring voice characteristics, Voice ID also examines the operator’s network metadata to better assess the legitimacy of the caller and whether there is a low or high risk of fraud. Contact center agents must first request and receive the caller’s consent to use Amazon Connect Voice ID, but in all future exchanges, the customer can be verified almost instantly.
The second feature to exit the preview today is Amazon Connect Wisdom, which connects disparate data sources like documentation, FAQs, knowledge articles, and more. to provide agents with instant access to the answers they need to answer questions.
Using real-time speech analysis and natural language processing (NLP), Wisdom also strives to identify issues a customer experiences during the call and proactively offers suggestions and recommendations to the agent, eliminating the need to manually search for answers.
Elsewhere today, Amazon also debuted a new preview feature called “high volume outbound communications” covering calls, texts and emails, designed for scenarios where a contact center needs to contact the customer rather than the other way around. For example, they may need to make contact to resolve a complaint, conduct a survey, or clarify a question they were unable to answer earlier. This could alleviate a commonality for businesses that have to tinker with products from different vendors to create a single platform that can handle both inbound and outbound communications.
With high-volume outbound communications, Amazon Connect users will be able to proactively reach millions of customers “without having to integrate third-party tools,” according to Amazon. They will be billed per minute for outgoing calls and per message for e-mail and SMS.
Plus, it’ll come with a bunch of smarts, including a predictive dialer that saves customer service agents from waiting for the recipient to pick up their phone. The dialer will automatically call multiple clients from a pre-created list, limiting the number of calls to the number of agents available – when a human answers the phone on the other end, they are automatically connected to an agent in direct.
These various awareness capacities can also be combined intelligently. For example, a number of customers may receive text messages or emails asking them to confirm an appointment, and those who do not respond within a specified time will automatically be called.
Ultimately it’s about improving the efficiency of the contact center.
Amazon has not disclosed when the high-volume outbound functionality will be available to all businesses, but Amazon Connect customers in the Eastern United States (N. Virginia), Western United States (Oregon), and Europe. (London) can request preview access from today.
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