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Task management
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Time tracking system
Team collaboration
Amazon Connect is a cloud-based Contact Center as a Service (CCaaS) provided by Amazon Web Services (AWS). It enables businesses to deliver reliable, scalable, and intelligent customer service across voice, chat, and tasks—without managing infrastructure.
— Omnichannel support: Handle voice, chat, and task routing in a single unified interface
— AI-powered services Integrates with Amazon Lex (chatbots), Polly (text-to-speech), and Contact Lens (real-time analytics).
— Real-time and historical analytics: Monitor performance, track sentiment, and gain insights with Contact Lens and Amazon QuickSight.
- Customer Support Centers
- Sales and Telemarketing
- Help Desks (IT, HR)
- Government and Utility Services
- Appointment Booking Lines
- Amazon Lex for intelligent voice/chat bots
- AWS Lambda for business logic
- Amazon S3 for call recordings
- Amazon Kinesis for real-time event streaming
- Amazon DynamoDB / RDS for customer data storage
- Reduce operational costs
- Launch globally within minutes
- Enhance customer experience with AI
- Monitor and improve agent performance
