Announcing General Availability of Amazon Connect Cases

In June 2022 AWS introduced a preview of Amazon Join Circumstances, a characteristic of Amazon Join that simplifies these buyer interactions and reduces the typical deal with occasions of points.

At this time I’m excited to announce the overall availability of Amazon Join Circumstances. Circumstances, a characteristic of Amazon Join, makes it straightforward to your contact heart brokers to create, collaborate on, and shortly resolve buyer points that require a number of buyer conversations and follow-up duties, and so they can give attention to fixing the client subject, irrespective of how easy or how advanced. Brokers have related case particulars (corresponding to date and time opened, subject abstract, or buyer data) in a single unified view, and so they can give attention to fixing the client subject.

Getting began with Circumstances takes only some clicks as a result of it’s constructed into Amazon Join. With Circumstances, you mechanically create instances or discover current instances, saving brokers time looking out and getting into information manually. Circumstances accelerates decision occasions, improves effectivity, and reduces errors to assist improve buyer satisfaction.

Better of all, Circumstances is a part of the unified agent utility that additionally consists of the Amazon Join Contact Management Panel to deal with contacts, Amazon Join Buyer Profiles to determine the client and personalize the expertise, Amazon Join Knowledge to floor related information articles, and Amazon Join Duties to automate, observe, and monitor observe up objects.

An Overview of Amazon Join Circumstances

Litigation Apply Group is a supplier of authorized help for debt reduction. Litigation’s Director of Enterprise Intelligence, Alex Miles, spoke about how they’ve skilled Circumstances. He mentioned:

“Amazon Join not solely addresses lots of the technological limitations we have been going through however brings with it a set of recent options for all our enterprise wants. A type of wants is case administration to deal with working actions, together with funds, doc management, and authorized instances. Amazon Join Circumstances seamlessly integrates with our current contact heart workflows. Our brokers and authorized groups now have full efficiency visibility and spend much less time on handbook duties, creating extra time to search out options to boost the client journey.”

Circumstances offers built-in case administration capabilities, eliminating the necessity for contact facilities to construct customized options or combine with third-party merchandise to deal with advanced buyer
points. For each subject, Circumstances allows brokers to view case historical past and exercise multi function place, mechanically seize case information from interactive voice response (IVR) or chats (by way of Amazon Lex), and observe follow-up work with Duties.

View case historical past and exercise multi function place – Brokers view the main points of the client subject (together with calls, duties, and chats related to the case) multi function place throughout the unified Amazon Join agent utility. The timeline view exhibits brokers a case at a look, eradicating the necessity for brokers to commute between functions.

View case historical past and exercise in a single place
Robotically seize case information from interactive voice response (IVR) or chats – With this characteristic you possibly can mechanically create and replace instances through the use of data gathered in a buyer’s self-service IVR or chatbot interplay. When agent help is required, the contact will then be routed to an out there agent with the related case connected, leading to improved common deal with time and first-contact decision.

Robotically seize case information out of your IVR and chatbots
Take motion with process administration – This characteristic is Circumstances working along with Amazon Join Duties that can assist you cut back decision time and enhance effectivity. Duties, which tracks the work that should be accomplished to resolve the client’s subject, ensures that a case is captured and consists of prior and pending actions wanted to resolve the difficulty. This makes it simpler for brokers to create, prioritize, and monitor work assigned to different brokers or groups. Right here I’d additionally like to focus on how all this leads to nice collaboration between brokers and finally, groups.

Take motion with process administration
Get began in a number of clicks! Activate Circumstances and configure permissions, fields, and templates, all inside Amazon Join. No third-party instruments or integrations are required.

Get Began