Amazon Connect Customer Profiles Can Now Be Customized Per Agent Role!
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AWS What's New
aws.amazon.com
Here's an update that makes contact center screens easier to use for each role!
What was announced?
AWS What's New announced an update to Amazon Connect Customer Profiles. Administrators can now customize which customer data agents see in the agent workspace, and how it is displayed, using layouts they build in Profile Explorer.
The story so far
Customer Profiles gives agents a real-time, unified view of each customer, combining contact history with customer data from multiple sources.
But agents handling different kinds of requests need different data in front of them, and the legacy Customer Profiles view didn't let you tailor it that way.
What changes
In Profile Explorer, administrators can create and save layouts of Customer Profiles widgets, and assign them to agents in place of the legacy view.
Here are the examples from the announcement:
- An airline baggage claims agent sees contact history, active flights and baggage ticket information
- A loyalty agent sees loyalty status, preferences and upcoming flights
Dive Deep
Widgets you can include in a layout are, for example, contact history, contact information and lifetime value calculated attributes.
Layouts can also include an AI Profile Summary, which summarizes the customer profile to focus the agent's attention on key customer insights.
Profile Explorer is available in these AWS Regions:
- US East (N. Virginia)
- US West (Oregon)
- Africa (Cape Town)
- Asia Pacific (Seoul)
- Asia Pacific (Singapore)
- Asia Pacific (Sydney)
- Canada (Central)
- Europe (Frankfurt)
- Europe (London)
Wrap-up
- Build layouts in Profile Explorer and assign them to agents
- Change which customer data is shown, and how, for each role
- Layouts can include an AI Profile Summary
- Available in 9 Regions
This is for contact center administrators whose teams need different information for different jobs!