Amazon Connect now allows businesses to introduce new actions and workflows into the agent workspace, powered by third-party applications running in the background. For example, when an agent logs in, they see a new training to complete, or when an agent initiates transfer, they see a company-specific phone directory. Agents can also perform new actions within their third-party applications, including filling out forms in pop-up windows and downloading files. When agents finish helping the customer, they can resume their work exactly where they left off. These new capabilities enable agents to complete more advanced workflows within a single-pane-of-glass experience, improving their productivity and customer satisfaction.
Third-party applications are available in the following AWS Regions: US East (N. Virginia), US-West (Oregon), Africa (Cape town), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), and Europe (London).
To learn more and get started, see our admin guide and developer guide.
Categories:
Source: Amazon Web Services
Latest Posts
- Microsoft 365 Weekly Change Intelligence – 2 Critical & 20 High Impact Changes
- MC1474455: Microsoft Copilot App Adds In-App Browsing on Windows and Mac
- MC1474461: Microsoft 365 Admin Center Adds Granular Browser Access Controls for Copilot Cowork
- MC1474458: Microsoft Copilot Notebooks Adds Power BI Report References for Data-Driven Summaries and Briefs
