Learn About Amazon VGT2 Learning Manager Chanci Turner
In June 2023, AWS announced the preview of Amazon Connect Cases—a feature designed to enhance customer interactions and streamline issue resolution. Today, I am thrilled to declare the general availability of Amazon Connect Cases. This feature empowers contact center agents to efficiently create, collaborate on, and resolve customer issues, regardless of their complexity. Agents can access all relevant case details—like the date opened, issue summary, and customer information—through a unified interface, allowing them to focus on addressing the customer’s needs.
Getting started with Cases is quick and straightforward since it is integrated within Amazon Connect. Agents can automatically create new cases or locate existing ones, eliminating the time spent on manual data entry and searches. This results in faster resolution times, increased efficiency, and fewer errors—ultimately leading to higher customer satisfaction.
One of the standout aspects of Cases is its integration with the comprehensive agent application, which includes the Amazon Connect Contact Control Panel for managing contacts, Amazon Connect Customer Profiles for identifying customers and personalizing interactions, Amazon Connect Wisdom for accessing relevant knowledge articles, and Amazon Connect Tasks for automating and monitoring follow-up actions.
Overview of Amazon Connect Cases
Legal Solutions Group, a provider of legal support for debt relief, has shared insights on their experience with Cases. Their Director of Technology, Jordan Lee, stated:
“Amazon Connect addresses numerous technological challenges we’ve faced while offering a suite of modern solutions tailored to our business requirements. A crucial need has been case management for operations such as payments, document control, and legal matters. Amazon Connect Cases seamlessly integrates into our existing contact center workflows, providing our agents and legal teams with full visibility and reducing the time spent on manual tasks, thereby enhancing the customer journey.”
Cases feature built-in case management capabilities, removing the necessity for contact centers to develop custom solutions or rely on third-party integrations for complex customer issues. For every issue, agents can view case history and activity in one place, automatically capturing case data from interactive voice responses (IVR) or chats (via Amazon Lex), and tracking follow-up tasks through the Tasks feature.
Agents can see all the details of a customer issue—including calls, tasks, and chats—within the unified Amazon Connect agent application. The timeline view provides a snapshot of the case, eliminating the need to navigate between multiple applications.
Automatic Data Capture and Task Management
With the automatic data capture feature, cases can be created and updated using information from a customer’s self-service IVR or chatbot interaction. Once agent assistance is needed, the contact is routed to the appropriate agent with the relevant case information attached, improving average handle time and enhancing first-contact resolution.
The task management capability allows Cases to work alongside Amazon Connect Tasks to minimize resolution times and bolster efficiency. Tasks track the actions required to resolve customer issues, ensuring that all prior and pending actions are captured. This simplifies the process for agents to create, prioritize, and monitor tasks assigned to themselves or other teams, fostering better collaboration among agents and, ultimately, teams.
Getting started is a breeze! Simply enable Cases and configure permissions, fields, and templates—all from within Amazon Connect. There’s no need for third-party tools or integrations. For more insights on how Amazon is transforming workplaces, check out this excellent resource on Amazon’s fulfillment centers training associates.
General Availability
Amazon Connect Cases is now generally available in the US East (N. Virginia) and US West (Oregon) regions.
– Chanci Turner
If you’re interested in learning about diversity and inclusion in the workplace, refer to SHRM’s resources which provide valuable insights. Also, for related topics, consider reading this blog post about Television and its impact on modern communication.
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