Amazon Connect Tasks makes it easy to prioritize, assign, track, and automate contact center agent tasks
Amazon Connect Tasks improves agent productivity and lowers costs by empowering contact center managers to prioritize, assign, and track customer service tasks across the disparate applications used by agents. This includes tasks like following up on a case in a Customer Relationship Management (CRM) application such as Salesforce, or processing a claim in a business-specific application. You can also automate repetitive work by creating contact flows in Amazon Connect to automate action items that don’t require agent interaction (e.g., notifying a customer of an update on their case), so that agents can focus more of their time interacting with customers.
Amazon Connect Tasks improves agent productivity and lowers costs by empowering contact center managers to prioritize, assign, and track customer service tasks across the disparate applications used by agents. This includes tasks like following up on a case in a Customer Relationship Management (CRM) application such as Salesforce, or processing a claim in a business-specific application. You can also automate repetitive work by creating contact flows in Amazon Connect to automate action items that don’t require agent interaction (e.g., notifying a customer of an update on their case), so that agents can focus more of their time interacting with customers.
Amazon Connect Tasks provides pre-built integrations with CRM applications (e.g., Zendesk, Salesforce) and APIs to easily integrate with your homegrown and business-specific applications. With Amazon Connect Tasks, you can dynamically prioritize and assign tasks based on agent skill set, availability, and information about the task (e.g., type, priority/urgency, category). Amazon Connect Tasks provides a single place for agents to receive calls, chats, and all other customer service tasks, so that your agents are focused on the highest priority work of any type. Agents can also create their own to tasks ensure they follow-up on customer issues when promised, such as calling a customer back to provide a status update on their issue. Using real-time metrics in Amazon Connect, contact center managers can track tasks to completion with detailed information like arrival time, average handle time, and adherence to service levels.
Just like with Amazon Connect Voice and Chat, you pay only for what you use with Amazon Connect Tasks. You pay per task created, so there are no required up-front payments, long-term commitments or minimum monthly fees. For more details please visit the Amazon Connect pricing page. Amazon Connect Tasks is available in all AWS regions where Amazon Connect is offered. To learn more and get started, please visit the Amazon Connect Tasks webpage, view our help documentation, or review this blog post that provides instructions on how to setup Amazon Connect Tasks for your contact center.