Amazon Connect Features

Provides tools for evaluating customer interactions

Offers features for maintaining fair and consistent scoring

Generates quality and performance reports

Tools for providing personalized feedback and coaching sessions

Provides a centralized dashboard for agents to view their scores and feedback

Tools for educating and training agents

Integrates with other customer service or CRM software

Helps ensure customer privacy and data protection

Based on 22 Amazon Connect reviews and verified by the G2 Product R&D team. Provides voice call functionality.

Based on 19 Amazon Connect reviews. Provides an interface for one or more social media channels.

Based on 19 Amazon Connect reviews and verified by the G2 Product R&D team. Includes or integrates with live chat initiaited from the company's web site.

Based on 20 Amazon Connect reviews. Allows CSRs to receive and answer customer emails.

Based on 38 Amazon Connect reviews and verified by the G2 Product R&D team. Route calls to the most appropriate agent according to a series of factors, including the time of day, customer priority, IVR outcomes, and skill-based routing (SBR). Voicemails can be routed to agents during quiet call periods.

Based on 38 Amazon Connect reviews and verified by the G2 Product R&D team. Callers can be routed to a queue or placed on hold until an agent becomes available.

Based on 34 Amazon Connect reviews and verified by the G2 Product R&D team. Place a large or unlimited volume of calls simultaneously without diminishing the call quality.

Based on 20 Amazon Connect reviews and verified by the G2 Product R&D team. Provides some level of analytics based on keywords and vocal tones.

Based on 21 Amazon Connect reviews. Has auto dialing or predictive dialing functions for outbound use.

Based on 19 Amazon Connect reviews. Includes an interactive phone menu.

Based on 19 Amazon Connect reviews and verified by the G2 Product R&D team. Populates CSR's screen with available customer data.

Based on 20 Amazon Connect reviews and verified by the G2 Product R&D team. Maintains and shares information across channels and agents as the case progresses.

Based on 31 Amazon Connect reviews. Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history.

Based on 28 Amazon Connect reviews and verified by the G2 Product R&D team. Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary.

Based on 34 Amazon Connect reviews and verified by the G2 Product R&D team. Report on historical or real-time call center performance metrics, and access data through highly visual dashboards.

Based on 20 Amazon Connect reviews. Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes.

As reported in 16 Amazon Connect reviews. Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise.

Allows supervisors/managers to record and review telephone conversations of agents.

Report on historical or real-time call center performance metrics, and access data through highly visual dashboards.

Offers complete visibility into agent availability to efficiently create and manage schedules.

Organize, sort, and view employees based on skills and qualifications in order to make smarter workforce decisions.

Plan employee work shifts according to availability and provide notifications to employees when they are scheduled.

Allows agents to set their own preferences, request time off, and trade shifts.

Allows users to access the software using mobile devices.

Allow managers/supervisors to monitor calls for quality assurance purposes.

Allows managers/supervisors to evaluate the performance of agents.

Automates some or all operation related tasks

Monitors call volume and quality to evaluate agent performance.

Has a centralized dashboard for users to interact with.

Forecasts scheduling needs based on historical data.

Tracks agent workloads throughout the day and helps supervisors allocate resources as needed.

Allows inflow of requests through various digital channels such as email, social media, etc.

Allows users to access the software using mobile devices.

Provides queue management in case of increase in case/call inflow.

Allows distribution of incoming calls to agents.

Allows users to request a call back.

Offers IVR (interactive voice response) for interaction between customers and a computer operated phone system.

Allows automatic distribution of incoming calls to the agents.

Is able to process inquiries submitted by text data from live chat, email, or SMS

Comprehends human speech and can transcribe it to text for processing

The AI is able to access the company's internal knowledge to inform and guide responses to customer inquiries

The platform is able to automatically determine how to resolve help tickets without assistance by human agents

The platform's responses to customers can be customized to improve comprehension, relatability, and emotional intelligence

When the AI is unable to process a particular type of customer request, it is able to determine which is the best agent to refer the ticket to

The AI platform is able to learn over time on how to interpret each type of customer inquiry and improve the quality of their responses

Multilingual capabilities allow the AI to process inquiries from many languages

The AI's responses to customer inquiries provide human-like organic conversations. The platform is able to understand a question no matter how it's worded and provide comprehensive answers

Simulates human-like speech from text inputs.

Simulates human-like speech from text inputs.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Condenses long documents or text into a brief summary.

Capability to perform complex tasks without constant human input

Works across multiple software systems or databases

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Capability to perform complex tasks without constant human input

Works across multiple software systems or databases

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting