Introducing Amazon Connect
Amazon Connect’s self-service graphical interface makes it easy for non-technical users to design contact flows, manage agents, and track performance metrics – no specialized skills required. The service also makes it possible to design contact flows that adapt the caller experience, changing based on information retrieved by Amazon Connect from AWS services, like Amazon Redshift, or third-party systems, like CRM or analytics solutions. You can also build natural language contact flows using Amazon Lex, an AI service that has the same automatic speech recognition (ASR) technology and natural language understanding (NLU) that powers Amazon Alexa.
Amazon Connect integrates with a broad set of AWS tools and infrastructure so you can record calls in Amazon S3, use Amazon Kinesis to stream contact center metrics to Amazon Redshift or an external data warehouse solution, use Amazon QuickSight for data visualization and analytics, and use AWS Directory Service to allow agents to log into Amazon Connect with their corporate credentials. Amazon Connect also integrates with leading CRM, Workforce Management, Analytics and Helpdesk offerings, so you can embed the Amazon Connect agent experience into the application that your agents already use.
Read the entire article here, Introducing Amazon Connect
via the fine folks at Amazon Web Services.