February 21, 2023

Amazon Connect Cases now available in Engage

Amazon Connect Cases is an all-in-one case management solution that can help contact centers increase customer satisfaction by reducing resolution time. It enables agents to automatically capture case data and view case history and activity in one place, eliminating the need to switch between systems manually. This feature provides agents with a unified view to document customer issues and organize them into cases for quicker resolution. As a result, contact centers can improve efficiency, reduce errors, and increase customer satisfaction by streamlining case management.