EMPOWER AGENTS
Give Agents One Desktop and an AI Teammate
A unified workspace, real-time guidance and automatic summaries on Amazon Connect, so agents spend their time on the customer instead of the tools.
Trusted across Canada
Agent experience is customer experience.
Turnover, long ramp times and after-call work all trace back to the same thing: agents working around their tools.
Phone, CRM, knowledge base, ticketing and a spreadsheet, with the customer waiting while the agent switches.
New agents take months to get up to speed, and the best answers leave when experienced agents do.
Minutes per contact spent typing notes that an AI can draft in seconds.
What empowered agents get on Amazon Connect.
Every capability here ships in the agent workspace. We configure, integrate and roll it out with your team leads.
Agent Assist
Agent Experience
After-Call Work
Unified agent workspace
Customer profile, interaction history, knowledge and case tools in one screen, with the CRM record popped before the greeting.
Amazon Q in Connect
Real-time recommended answers and next steps from your knowledge base while the conversation is happening.
Step-by-step guides
Guided workflows for complex or regulated processes, so every agent handles them the same way.
Generative summaries and auto-wrap
Contact summaries written automatically and pushed to the CRM, cutting after-call work to a review.
Where the time comes back from.
Each capability removes a specific friction point in the agent’s day.
Agent friction
Removed by
Outcomes agents and leaders both feel.
Shorter ramp
New agents handle calls sooner with guides and assist doing the remembering.
Lower effort per contact
One screen, one record, one summary. Fewer clicks, fewer errors.
Quality on every call
Contact Lens evaluates 100% of interactions, so coaching is based on all the data.
Ontario regulator
A wallboard inside Salesforce gives agents and supervisors live queue visibility where they already work.
Proven Results for Real Businesses
Xodus Chooses Amazon Connect Customer to Deliver Omnichannel Travel Insurance Support
Xodus chose Amazon Connect Customer to launch six channels for its travel insurance customers, with every call and chat analyzed for compliance.
- 100% Calls and chats analyzed by Contact Lens
- 6 Channels live
- 24/7 Self-service enabled
A North American IT Consulting Firm Replaces Genesys with Amazon Connect Across 20+ Languages
220+ toll-free numbers and 20+ languages moved from Genesys to Amazon Connect with zero customer disruption.
- 220+ Toll-free numbers migrated
- 20+ Languages on one platform
- Zero Customer disruption
A National Home Health Care Provider Launches a Concierge Contact Centre in Under 90 Days
A serverless Amazon Connect contact centre, integrated with a new CRM, live in under 90 days with all data kept in Canada.
- <90 days From first consultation to live
- 30 sec For callers to reach the right contact
- 1 Application for CRM and calls
An Ontario Regulator Gains Real-Time Contact Centre Visibility Inside Salesforce
A Salesforce-embedded wallboard and a priority front desk queue give agents and supervisors live visibility where they already work.
- 15 sec Wallboard refresh in Salesforce
- 5 min Supervisor alert on front desk contacts
- 300 sec Service level tracked live
Want to see the agent workspace with your data in it?
We will set up a demo on an Amazon Connect instance with your knowledge base and a sample of your contacts.
Contact us
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