Amazon Web Services

Amazon Connect now supports message processing that intercepts and processes chat messages before they reach any participant. This new capability enables automatic redaction of sensitive data and custom message processing, helping businesses maintain compliance and security standards while delivering personalized…

Amazon Connect now allows you to test and simulate contact center experiences in just a few clicks, making it easy to validate workflows, self-service voice interactions, and their outcomes. For each test, you can configure the test parameters including the…

Amazon Connect now supports creation of custom metrics, enabling contact center supervisors to analyze tailored performance measurements without requiring technical skills. This feature provides a simple, no-code interface for performing mathematical operations (e.g., addition, subtraction, sum, average) on existing Connect…

Today, AWS and CrowdStrike are making it easier to unify cloud-native security monitoring with a new automated integration experience for CrowdStrike Falcon Next-Gen Security Information and Event Management (SIEM), available in AWS Marketplace. CrowdStrike Falcon Next-Gen SIEM unifies threat detection,…

Amazon Connect now supports agent-initiated workflows, enabling agents to send interactive forms to collect sensitive data or share general policies and disclosures within customer chat conversations, increasing efficiency and improving customer experience. For example, when a customer needs to update…

Amazon Connect now provides businesses with the ability to automatically evaluate the quality of self-service interactions and get aggregated insights to improve customer experience. Managers can define custom criteria to assess the quality of self-service interactions, that can be filled…