Amazon Connect Customer Profiles now shows cases information in the agent workspace
Using Amazon Connect Customer Profiles inside the agent workspace, agents can now see cases from 3P case management solutions and Connect Cases inside a particular customer profile. Having both customer profile information together with case details in the same window makes it easier for agents to understand the customer context and reduces wasted time switching between applications. Using the cases table inside the Customer Profile, agents can see case information such as status, date last updated, title, and source system. If agents need more detail, they can click on the case to access additional information from the source system. For example, agents handling transfers, can now see the caller’s open case regarding license renewal, quickly assist them without needing to gather more information, and help provide faster issue resolution. As another example, agents can now see repeat callers’ open cases regarding late deliveries and quickly give them an update on the delivery status.
Using Amazon Connect Customer Profiles inside the agent workspace, agents can now see cases from 3P case management solutions and Connect Cases inside a particular customer profile. Having both customer profile information together with case details in the same window makes it easier for agents to understand the customer context and reduces wasted time switching between applications. Using the cases table inside the Customer Profile, agents can see case information such as status, date last updated, title, and source system. If agents need more detail, they can click on the case to access additional information from the source system. For example, agents handling transfers, can now see the caller’s open case regarding license renewal, quickly assist them without needing to gather more information, and help provide faster issue resolution. As another example, agents can now see repeat callers’ open cases regarding late deliveries and quickly give them an update on the delivery status.
With Amazon Connect Customer Profiles, companies can help deliver faster and more personalized customer service by providing access to relevant customer information for agents and automated experiences. Companies can bring customer data from multiple SaaS applications and databases into a single customer profile, and pay only for what they use based on the number of customer profiles. Amazon Connect Customer Profiles is available in US East (N. Virginia), US West (Oregon), Africa (Cape Town), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Asia Pacific (Seoul), Canada (Central), Europe (Frankfurt), and Europe (London).
Visit our public documentation to learn more on how to show cases in the agent workspace.