Yasser El-Haggan

Amazon Connect is an easy-to-use cloud-based contact center that makes it easy for businesses to deliver better customer service at lower cost. Amazon Connect is based on the same contact center technology used by Amazon customer service associates around the world to power over a billion customer interactions every year.

Amazon Connect now gives businesses a single unified contact center service that makes it easy to deliver better customer experiences on voice and chat. In this instructor-led workshop, you create an Amazon Connect contact center instance and learn how to use a single contact flow to design a natural language chatbot experience (via Amazon Lex) that escalates to a human agent on voice and chat.

Announced at re:Invent, Contact Lens for Amazon Connect is a set of machine learning contact center analytics capabilities integrated into Amazon Connect. Learn how contact center supervisors can better understand the sentiment, trends, and compliance risks of customer conversations to effectively train agents, replicate successful interactions, and identify crucial company and product feedback.