In this episode, Marc and Doug welcome Sheila, a Principal Product Manager at AWS, to discuss the latest features and innovations in Amazon Connect. They explore the evolution of the Agent Workspace, the introduction of multi-user web and video calling, and the integration of third-party applications. The conversation highlights the importance of AI in enhancing agent productivity and improving customer experiences. Sheila shares insights on how the Agent Workspace is designed to streamline operations and adapt to various customer needs, emphasizing the continuous innovation within Amazon Connect.
https://aws.amazon.com/blogs/contact-center/enhance-customer-engagement-with-amazon-connect-multi-user-in-app-web-and-video-calling/
What is The Amazon Connect Podcast?
Information and Insight into what's new and why it matters, on Amazon Connect. Brought to you by Marc and Doug, who have been working with Amazon Connect since service launch.