Amazon Connect Customer now measures the outcomes that drive retention and revenue

Amazon Connect Customer Updates

Amazon Connect Customer now scores the outcome of your customer interactions, showing whether the customer left satisfied, is at risk of churning, made a purchase, or resolved their need in self-service. You can see whether an interaction worked, not just how efficiently it ran. Each metric comes with a default definition you can adjust to match your business's definition of success and is available through analytics dashboards and APIs.

This feature is available in all AWS Regions where Amazon Connect Customer is offered.

What to do

• Review the new metrics in the Amazon Connect Customer Administrator Guide.
• Adjust default definitions to match your business's success criteria.
• Utilize the new metrics through analytics dashboards and APIs.

Source: AWS release notes

If you need further guidance on AWS, our experts are available at AWS@westloop.io. You may also reach us by submitting the Contact Us form.