AWS has released a new cross-channel concurrency tool for Amazon Connect.
The tool allows contact center managers to configure each agent’s routing profile so they simultaneously receive voice and chat contacts.
As an example of how this works, consider an agent engaging in a live chat conversation. As they do so, a call enters the high-priority queue. This may pass through to the agent if no one else is available.
Once the conversation ends, the agent can continue their chat interaction.
That is only one example that managers can configure. Another is when an agent is waiting for long periods for a customer to respond to them over chat. In this scenario, the manager may send the agent a call from a specific queue to keep them engaged.
Such use cases enable contact centers to optimize each agent’s time and respond to customers quicker.
There Are Other Capabilities Too
The feature also allows managers to send agents tasks alongside additional contacts. For instance, an agent can write and send customer follow-ups, manage tickets, or even complete a backend workflow while handling inbound chats.
Moreover, a manager may set guardrails so that agents do not become overwhelmed by a flurry of sudden customer contacts.
Consider a scenario where an agent is writing chats but is suddenly interrupted by a high-priority call. The manager may configure the system so the agent receives no further chats until they complete the call.
Such tweaks come from a central application. As Kun Qian, Speciality Solutions Architect at AWS, said during a product demo:
Within Connect, there is a single application for workflows, agent management, routing, and experiences across all channels.
In addition, agents may handle these multichannel interactions from a single user interface (UI) without learning and interacting with several tools.
They can also escalate conversations between channels if an issue is better suited to one mode of communication than another.
