Amazon Connect is a customer contact center service provided by Amazon Web Services (AWS). Customer service representatives can answer phone calls or chat inquiries from end customers using Amazon Connect, just as if the contact center infrastructure were set up and managed on-premises. Pentwater Connect will also help you to get knowledge about the amazon connect from online sources.
For fault tolerance and high availability, Amazon Connect instances can be created across multiple availability zones and establish multiple paths to telecom providers.
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Here are some Features of Amazon Connect:
Amazon Connect operates a global network of telephone carriers, eliminating the need to manage multiple carriers, negotiate complex multi-year contracts, or manage peak call volume. Telephone services include direct-dial (DID) and toll-free numbers in more than 20 countries worldwide.
Call quality has an impact on productivity. It can waste time and cause frustration for your customers if they can’t hear you clearly. Calls are made over the Internet using Amazon Connect from a computing device, such as a computer running the Amazon Connect software phone.
Amazon Connect offers intelligent, integrated, high-volume outgoing communications via voice, SMS, and email. Your contact center can communicate with millions of customers every day for use cases such as marketing promotions, meeting reminders, and notifications of upcoming deliveries.
For voice, chat, and tasks like contact routing, queuing, analytics, and management, Amazon Connect has a single user interface (UI). This omnichannel experience eliminates the need for your call center agent to learn and use multiple tools. The same automated interactions and chatbots can be used in both channels, increasing operational efficiency as you don’t have to re-create the interaction flow.