AWS Expands Connect's Reach, Adds Dashboard

Amazon Web Services (AWS) this week announced several enhancements to Amazon Connect, its cloud-based call center offering.

Amazon Connect became publicly available in March after being put through its paces internally at as the online retailer's in-house call center and customer service platform. It's designed to be a self-service platform that lets companies quickly set up, scale and customize their own contact center under a low-cost, pay-as-you-go model.

At the time of its launch, Amazon Connect was available only out of AWS' Northern Virginia region. On Tuesday, however, AWS announced that Amazon Connect is now supported out of its Sydney region.

In addition, AWS has added support for seven new languages: Spanish, French, Japanese, Simplified Chinese, German, Brazilian Portuguese and Korean.

"This update provides you with a localized view when accessing the Amazon Connect management console, as well as your Amazon Connect contact center instances," AWS said in its announcement of the added language support.

Finally, the company has introduced a new dashboard that gives administrators real-time insight into their call center operations. According to a video announcing the new "visual dashboard," administrators can single out certain indicators to monitor -- such as agent occupancy and service levels -- and react to changes in these indicators as they take place.

"You can use the comprehensive dashboard to define and monitor the service levels and agent occupancy performance indicators that are most important to you," AWS said in its announcement. "You can configure the dashboard so that the metrics you care about are always visible. This allows you to identify issues and address them quickly. You can configure your dashboard from the home page of your Amazon Connect contact center instance."

About the Author

Gladys Rama (@GladysRama3) is the editorial director of Converge360.


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