AWS introduced Contact Center, its customer service oriented product some years ago, putting it smack dab in the middle of enterprise applications. It also places the company in the position of competing directly with the likes of Salesforce and other established enterprise SaaS vendors.
When you are competing in that space, you need some powerful features, and today at AWS re:invent in Las Vegas, AWS CEO Adam Selipsky introduced three features to help bring more automation to managing Amazon Contact Centers running on AWS.
For starters, the company is introducing new performance management capabilities under Contact Lens for Amazon Connect designed to help managers identify CSAs who are having issues. The solution uses a combination of performance review forms and machine learning-driven voice analytics to review job performance.
In reality, it’s supposed to help identify agents who might need additional training or coaching. “These reduce the time the conta...
