AWS Amazon Connect adds case management tools

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AWS Contact Center-as-a-Service users now have case management and ticketing tools to organize views for complex customer interactions and inform self-service workflows.

Case management tools make sense for AWS customers building contact centers in the cloud because the cloud “eliminates silos that are baked into enterprise IT and communications infrastructures,” said Dan Miller, founder of Opus Research. The new features, called Amazon Connect Cases, are particularly useful for those using Amazon Connect as an agent workspace provider because of their ease of deployment, he added.

Amazon Connect Cases also makes AWS a bigger competitor to ServiceNow and Salesforce — companies that AWS partners with to provide telephony for their respective cloud contact centers. Connect’s growing functionality from a bundle of services to a full-fledged Contact Center as a Service (CCaaS) has prompted some of these partners to rethink their telephony strategies.

“Amazon Connect is like a heat-seeking…

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