Amazon Connect Cases now automatically reassociates cases when duplicate customer profiles are merged, so agents always see a complete case history for each customer. When the same customer has multiple profiles, such as when they reach out through different channels or provide different contact details, Identity Resolution in Amazon Connect Customer Profiles detects and merges those duplicates, and Cases now brings all associated cases together under the unified profile. Agents no longer have to search across profiles or piece together a customer’s history manually.
Amazon Connect Cases is available in the following AWS regions: US East (N. Virginia), US West (Oregon), Canada (Central), Europe (Frankfurt), Europe (London), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), and Africa (Cape Town). To learn more and get started, visit the Amazon Connect Cases webpage and documentation.
Categories: marketing:marchitecture/contact-center,general:products/amazon-connect,marketing:marchitecture/messaging,marketing:marchitecture/business-productivity
Source: Amazon Web Services
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