Naomi Hall

In this session, hear from Intuit and AWS on how to design your contact center for highly resilient operations at any scale with Amazon Connect. If you aspire for your contact center to be best in class, then personalization, scalability, and resiliency are imperative.

After every customer interaction, contact center agents spend valuable time manually summarizing notes, feedback, and follow-up action items. With call summarization, Contact Lens for Amazon Connect automatically identifies key parts of the customer conversation and makes it available at the end of the call.

Every day, companies are migrating to the cloud to increase agility and scalability and to use new, innovative features. However, migrating to the cloud is not the same for all companies.

Amazon Connect lets you give your top customers direct access to your agents via extensions or direct numbers, while providing high-touch options like callback from queue and overflow routing. This service is great for high-value customers with a dedicated account or case manager.