Amazon announces new tools for its cloud-hosted call center software

Machine learning-powered info retrieval for brokers, voice-based caller ID and high-volume outbound communications are all coming to Amazon Join.


Picture: Wavebreakmedia, Getty Pictures/iStockphoto

Amazon Join, AWS’ cloud-based name heart answer, is including three new options the corporate stated will “enhance contact heart agent productiveness and supply superior service by making buyer interactions more practical, private and pure.”

Particular Function

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Amazon additionally made Join subscriber numbers accessible for the primary time, saying that it’s supporting “tens of hundreds of AWS prospects,” and “greater than 10 million contact heart interactions a day.” 

SEE: AWS Lambda, a serverless computing framework: A cheat sheet (free PDF) (TechRepublic)

Join is designed to beat most of the shortcomings of conventional name heart setups, particularly infrastructure funding, electrical energy payments, setup and upkeep time and extra. Like many AWS cloud options, Join has the benefit of solely billing for time brokers spend on the cellphone with prospects, and it may be scaled based mostly on instant wants. 

The primary of the brand new options revealed by Amazon at Enterprise Join is Amazon Join Knowledge, a machine studying product that makes use of buyer speech and agent inquiries to mechanically convey up related info for the decision heart agent. For example, Amazon cites a case the place “Amazon Join can detect when a buyer says ‘arrived damaged’ to an agent, and Amazon Join Knowledge mechanically shows directions within the Amazon Join agent software for exchanging an merchandise.”

Name heart brokers may also be capable to use Amazon Join Knowledge to go looking data repositories for solutions to extra difficult questions or to shortly discover issues that speech recognition is not detecting. 

The second function, Amazon Join Voice ID, impacts each name heart brokers and the shoppers who name in. Join Voice ID is a machine studying instrument that makes use of voice evaluation to construct a digital voiceprint for callers that choose in to it. That digital voiceprint can be utilized in lieu of getting to enter a cellphone quantity or different type of ID to confirm their identification. 

Join Voice ID will not mechanically grant entry to anybody who can sound like a buyer, although: It assigns a confidence rating based mostly on rhythm, pitch and tone and can flag sure callers for added ID verification if it is not constructive {that a} caller is who they are saying they’re. Join Voice ID additionally lets corporations construct watchlists of recognized scammers to mechanically flag them to brokers.

Join Knowledge and Join Voice ID are each typically accessible now, however the third Join function that Amazon shared, high-volume outbound communications, continues to be in preview. Outbound communications is a function that Amazon stated is lacking in lots of legacy name heart techniques that lack outbound capabilities. Join’s high-volume outbound communications function is supposed to deal with that by combining outbound and inbound into one system.

Within the case of outbound calling, companies are principally trying to replace prospects, verify appointments, ship advertising and marketing messages and in any other case contact prospects utilizing calls, texts or emails. 

SEE: Analysis: Video conferencing instruments and cloud-based options dominate digital workspaces; VPN and VDI much less widespread with SMBs (TechRepublic Premium)

Managers with entry to the brand new outbound function “can simply schedule and launch high-volume outbound communications by merely specifying the communications channel, contact record and content material that will likely be despatched to prospects,” Amazon stated. It additionally talked about machine studying integration within the dialer that may distinguish between dwell prospects, voicemail greetings and busy alerts to scale back wasted agent time. 

Amazon Join prospects fascinated with testing the outbound name options can register for the preview at AWS.

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