AWS connect documentation change
Summary
Renamed 'Amazon Connect' to 'Connect Customer' throughout the document including title, headings, descriptions, and links. Updated workshop references, feature names, API references, and documentation links to reflect new naming.
Security assessment
Changes are purely branding/naming updates without any security context. No vulnerabilities, security configurations, or security features are modified or discussed. The security section remains unchanged except for the service name replacement.
Diff
diff --git a/connect/latest/adminguide/connect-feature-overview.md b/connect/latest/adminguide/connect-feature-overview.md index 158f26684..e8757a1fe 100644 --- a//connect/latest/adminguide/connect-feature-overview.md +++ b//connect/latest/adminguide/connect-feature-overview.md @@ -9 +9 @@ CustomersAgentsSupervisorsAdministrators -# Amazon Connect feature overview +# Connect Customer feature overview @@ -11 +11 @@ CustomersAgentsSupervisorsAdministrators -Amazon Connect Customer is an omnichannel contact center, built in the cloud from the ground-up. It empowers businesses of all sizes to connect their customers with the same world-class customer experience Amazon uses to orchestrate their customer care. +Connect Customer Customer is an omnichannel contact center, built in the cloud from the ground-up. It empowers businesses of all sizes to connect their customers with the same world-class customer experience Amazon uses to orchestrate their customer care. @@ -15 +15 @@ Amazon Connect Customer is an omnichannel contact center, built in the cloud fro -For an online workshop that leverages a case study and includes hands-on labs, see [Introduction to Amazon Connect](https://catalog.workshops.aws/amazon-connect-introduction/en-US/introduction) by AWS Workshop Studio. +For an online workshop that leverages a case study and includes hands-on labs, see [Introduction to Connect Customer](https://catalog.workshops.aws/amazon-connect-introduction/en-US/introduction) by AWS Workshop Studio. @@ -19 +19 @@ For an online workshop that leverages a case study and includes hands-on labs, s -Amazon Connect provides you with the following channels for interacting with your customers: +Connect Customer provides you with the following channels for interacting with your customers: @@ -36 +36 @@ Customers can interact with your agents on voice, chat, SMS, web calling/video, - + @@ -59 +59 @@ Customers can interact with your agents on voice, chat, SMS, web calling/video, -The sound quality of a call impacts customer experience and agent productivity. When your customers can't hear you clearly, it can lead to wasted time and frustration. With Amazon Connect, calls are connected to the agent over the internet from a computing device like a PC, using the Amazon Connect softphone. The Amazon Connect softphone delivers high-quality 16kHz audio and is resistant to packet loss to ensure a high-quality call experience. +The sound quality of a call impacts customer experience and agent productivity. When your customers can't hear you clearly, it can lead to wasted time and frustration. With Connect Customer, calls are connected to the agent over the internet from a computing device like a PC, using the Connect Customer softphone. The Connect Customer softphone delivers high-quality 16kHz audio and is resistant to packet loss to ensure a high-quality call experience. @@ -65 +65 @@ You can deliver personalized, natural-sounding, conversational interactions usin -With Amazon Lex natively integrated within Amazon Connect, no coding is required to add chatbots that have natural language understanding (NLU). Self-service chatbots use high-quality, neural text-to-speech (TTS) in more than 30 languages, automated speech recognition (ASR) in over 25 languages/locales, natural language understanding (NLU), and passive voice authentication. Amazon Connect IVR and chatbots also take advantage of generative AI features to greatly streamline the building and testing of powerful, conversational self-service experiences (for example, LLM-assisted slot resolution, conversational FAQs, sample utterance generation, and bot creation using natural language description). +With Amazon Lex natively integrated within Connect Customer, no coding is required to add chatbots that have natural language understanding (NLU). Self-service chatbots use high-quality, neural text-to-speech (TTS) in more than 30 languages, automated speech recognition (ASR) in over 25 languages/locales, natural language understanding (NLU), and passive voice authentication. Connect Customer IVR and chatbots also take advantage of generative AI features to greatly streamline the building and testing of powerful, conversational self-service experiences (for example, LLM-assisted slot resolution, conversational FAQs, sample utterance generation, and bot creation using natural language description). @@ -69 +69 @@ With Amazon Lex natively integrated within Amazon Connect, no coding is required -You can help customers through text-based communication channels, such as web chat, mobile chat, SMS, and third-party messaging apps, such as WhatsApp or Facebook Messenger. By using the [Amazon Connect chat and messaging](./web-and-mobile-chat.html) features, you can set up AI-powered chatbots and step-by-step guides so customers can self-serve. If customers need assistance, agents get all of the prior context from the self-service interactions to ensure a seamless transition. +You can help customers through text-based communication channels, such as web chat, mobile chat, SMS, and third-party messaging apps, such as WhatsApp or Facebook Messenger. By using the [Connect Customer chat and messaging](./web-and-mobile-chat.html) features, you can set up AI-powered chatbots and step-by-step guides so customers can self-serve. If customers need assistance, agents get all of the prior context from the self-service interactions to ensure a seamless transition. @@ -71 +71 @@ You can help customers through text-based communication channels, such as web ch - * **Chat**. Amazon Connect makes it easy to [set up your customer's chat experience](./enable-chat-in-app.html). You can add a communications widget to your website that is hosted by Amazon Connect. You configure the communications widget in the Amazon Connect admin website. You can customize the font and colors, and secure the widget so that it can be launched only from your website. When finished, you will have a short code snippet that you add to your website. + * **Chat**. Connect Customer makes it easy to [set up your customer's chat experience](./enable-chat-in-app.html). You can add a communications widget to your website that is hosted by Connect Customer. You configure the communications widget in the Connect Customer admin website. You can customize the font and colors, and secure the widget so that it can be launched only from your website. When finished, you will have a short code snippet that you add to your website. @@ -73 +73 @@ You can help customers through text-based communication channels, such as web ch -Because Amazon Connect hosts the widget, it ensures that the latest version is always live on your website. +Because Connect Customer hosts the widget, it ensures that the latest version is always live on your website. @@ -77 +77 @@ Because Amazon Connect hosts the widget, it ensures that the latest version is a - * **Third-party messaging apps**. To integrate with third-party messaging apps, use the [Amazon Connect APIs](https://docs.aws.amazon.com/connect/latest/APIReference/Welcome.html) that enable you to subscribe to a real-time stream of chat messages. Using these APIs, you can: + * **Third-party messaging apps**. To integrate with third-party messaging apps, use the [Connect Customer APIs](https://docs.aws.amazon.com/connect/latest/APIReference/Welcome.html) that enable you to subscribe to a real-time stream of chat messages. Using these APIs, you can: @@ -81 +81 @@ Because Amazon Connect hosts the widget, it ensures that the latest version is a - * Extend the current Amazon Connect chat functionality to support use cases like building integrations with SMS solutions and third-party messaging applications, enabling mobile push notifications, and creating analytics dashboards to monitor and track chat message activity. + * Extend the current Connect Customer chat functionality to support use cases like building integrations with SMS solutions and third-party messaging applications, enabling mobile push notifications, and creating analytics dashboards to monitor and track chat message activity. @@ -83 +83 @@ Because Amazon Connect hosts the widget, it ensures that the latest version is a -For more information, see [Enable real-time chat message streaming in Amazon Connect](./chat-message-streaming.html). +For more information, see [Enable real-time chat message streaming in Connect Customer](./chat-message-streaming.html). @@ -90 +90 @@ For more information, see [Enable real-time chat message streaming in Amazon Con -You can [set up the Amazon Connect in-app, web, and video calling](./inapp-calling.html) capabilities to enable your customers to contact you without ever leaving your web or mobile application. You can use these capabilities to pass contextual information to Amazon Connect. For example, if your customer is already logged into your app, they do not need to identify or authenticate themselves when they request a call or video conversation with an agent. This enables you to personalize the customer experience based on attributes such as the customer's profile or other information, like actions previously taken within the app. +You can [set up the Connect Customer in-app, web, and video calling](./inapp-calling.html) capabilities to enable your customers to contact you without ever leaving your web or mobile application. You can use these capabilities to pass contextual information to Connect Customer. For example, if your customer is already logged into your app, they do not need to identify or authenticate themselves when they request a call or video conversation with an agent. This enables you to personalize the customer experience based on attributes such as the customer's profile or other information, like actions previously taken within the app. @@ -106 +106 @@ To ensure customer issues are quickly resolved, use [tasks](./tasks.html) to pri -You can use Amazon Connect email capabilities to receive and respond to emails sent by customers to your business email addresses, or submitted by using web forms on your website or mobile app. You can configure auto-responses, prioritize emails, create or update cases, and route emails to the best available agent when agent assistance is required. Amazon Connect email capabilities also work seamlessly with outbound campaigns. +You can use Connect Customer email capabilities to receive and respond to emails sent by customers to your business email addresses, or submitted by using web forms on your website or mobile app. You can configure auto-responses, prioritize emails, create or update cases, and route emails to the best available agent when agent assistance is required. Connect Customer email capabilities also work seamlessly with outbound campaigns. @@ -108 +108 @@ You can use Amazon Connect email capabilities to receive and respond to emails s -Agents have access to a rich text editor to respond to emails and to create personalized email templates and signatures. They can also create quick responses to answer frequently asked questions. The following image shows an example of where you can create a basic agent signature template in the Amazon Connect admin website. When agents use this template, it will automatically populate their name and add the logo to their emails. +Agents have access to a rich text editor to respond to emails and to create personalized email templates and signatures. They can also create quick responses to answer frequently asked questions. The following image shows an example of where you can create a basic agent signature template in the Connect Customer admin website. When agents use this template, it will automatically populate their name and add the logo to their emails. @@ -118 +118 @@ The following image shows an example of an email contact being handled by an age -To get started, [set up the email channel](./setup-email-channel.html) in your instance right alongside your voice, chat, and task channels. Amazon Connect email integrates with Amazon Simple Email Service (SES) for the sending, receiving, and monitoring (such as for spam and virus detection) of emails. Amazon Connect provides you with an email domain that you can use to create your email addresses, or you can easily associate up to five of your own custom domains using Amazon SES. After you have domains associated with your instance, you can [create](./create-email-address1.html) up to 100 email addresses that can be used to send and receive emails (for example, [email protected], [email protected], and [email protected]). +To get started, [set up the email channel](./setup-email-channel.html) in your instance right alongside your voice, chat, and task channels. Connect Customer email integrates with Amazon Simple Email Service (SES) for the sending, receiving, and monitoring (such as for spam and virus detection) of emails. Connect Customer provides you with an email domain that you can use to create your email addresses, or you can easily associate up to five of your own custom domains using Amazon SES. After you have domains associated with your instance, you can [create](./create-email-address1.html) up to 100 email addresses that can be used to send and receive emails (for example, [email protected], [email protected], and [email protected]). @@ -126 +126 @@ To learn how their email channel is performing, contact center managers can acce -With Amazon Connect, you can enhance your agents' productivity by providing them with quick access to information and automatic recommendations. You can enable your agents to capture relevant details for fast and efficient follow-up. And best of all, they can work in one application, for a seamless experience. This results in shorter training time for new agents, fewer errors, accelerated resolution times, and improved customer satisfaction. +With Connect Customer, you can enhance your agents' productivity by providing them with quick access to information and automatic recommendations. You can enable your agents to capture relevant details for fast and efficient follow-up. And best of all, they can work in one application, for a seamless experience. This results in shorter training time for new agents, fewer errors, accelerated resolution times, and improved customer satisfaction. @@ -153 +153 @@ From one application your agents can view detailed customer information, work on -You can also easily integrate other applications directly into the agent workspace, thus further increasing agent efficiency. For more information, see [Integrate third-party applications (3p apps) in the Amazon Connect agent workspace](./3p-apps.html) +You can also easily integrate other applications directly into the agent workspace, thus further increasing agent efficiency. For more information, see [Integrate third-party applications (3p apps) in the Connect Customer agent workspace](./3p-apps.html) @@ -185 +185 @@ The following image shows how an article may appear in the agent application whe -To help agents perform their After contact work (ACW), Amazon Connect displays a [generative AI-powered post-contact summary](./view-generative-ai-contact-summaries.html) on their CCP for voice contacts. The summary provides essential information from customer conversations in a structured, concise, and easy to read format. The following image shows an example summary for a voice contact. +To help agents perform their After contact work (ACW), Connect Customer displays a [generative AI-powered post-contact summary](./view-generative-ai-contact-summaries.html) on their CCP for voice contacts. The summary provides essential information from customer conversations in a structured, concise, and easy to read format. The following image shows an example summary for a voice contact. @@ -191 +191 @@ To help agents perform their After contact work (ACW), Amazon Connect displays a -You use [Amazon Connect Customer Profiles](./customer-profiles.html) to combine information from external applications with the contact history from Amazon Connect. For example, you can combined contacts with information from Salesforce, Zendesk, ServiceNow, or other customer relationship management (CRM) products (including your own, internal data sources) to create customer profiles that have all the information that agents need in a single place. +You use [Connect Customer Customer Profiles](./customer-profiles.html) to combine information from external applications with the contact history from Connect Customer. For example, you can combined contacts with information from Salesforce, Zendesk, ServiceNow, or other customer relationship management (CRM) products (including your own, internal data sources) to create customer profiles that have all the information that agents need in a single place. @@ -199 +199 @@ The following image shows the **Customer profile** tab in the agent workspace. I -You can use Customer Profiles to access information during a self-service experience (for example, IVR or bot), or in other agent applications, or you can use it as a standalone service separate from Amazon Connect. +You can use Customer Profiles to access information during a self-service experience (for example, IVR or bot), or in other agent applications, or you can use it as a standalone service separate from Connect Customer. @@ -203 +203 @@ You can use Customer Profiles to access information during a self-service experi -Agents use [Amazon Connect Cases](./cases.html) to efficiently manage customer issues that require multiple interactions, track follow-up tasks, and access subject matter experts across a business. Agents can document customer issues in a single, unified view with relevant case details, such as date/time opened, issue summary, customer information, status, and custom values you want to track. You can configure new cases to be automatically created or have agents manually create cases. +Agents use [Connect Customer Cases](./cases.html) to efficiently manage customer issues that require multiple interactions, track follow-up tasks, and access subject matter experts across a business. Agents can document customer issues in a single, unified view with relevant case details, such as date/time opened, issue summary, customer information, status, and custom values you want to track. You can configure new cases to be automatically created or have agents manually create cases. @@ -232 +232 @@ Give your managers the actionable insights and capabilities they need to optimiz -Understanding your contact center at the most granular level is key to improving performance and lowering costs. Amazon Connect provides powerful analytics tools, including visual [dashboards](./dashboards.html) with customizable real-time and historical metrics. +Understanding your contact center at the most granular level is key to improving performance and lowering costs. Connect Customer provides powerful analytics tools, including visual [dashboards](./dashboards.html) with customizable real-time and historical metrics. @@ -240 +240 @@ The following image shows an example of the [Contact Lens Conversational analyti -You can use Amazon Connect data lake as a central location to query various types of data from Amazon Connect. This data includes contact records, Contact Lens conversational analytics, Contact Lens performance evaluations, and more. You can use data lake to create custom reports, run SQL queries, or leverage the BI tools of your choice to analyze the information that matters most to improving customer experience and operational efficiency. +You can use Connect Customer data lake as a central location to query various types of data from Connect Customer. This data includes contact records, Contact Lens conversational analytics, Contact Lens performance evaluations, and more. You can use data lake to create custom reports, run SQL queries, or leverage the BI tools of your choice to analyze the information that matters most to improving customer experience and operational efficiency. @@ -321 +321 @@ The following image shows the plan output. It shows a week-by-week or month-by-m - * [Scheduling](./scheduling.html): Contact center schedulers or managers need to create agent schedules for day-to-day workloads that are flexible and meet business and compliance requirements. Amazon Connect helps you create efficient schedules that are optimized for per-channel Service Level or Average speed of answer targets. You can generate and manage agent schedules based on the following: + * [Scheduling](./scheduling.html): Contact center schedulers or managers need to create agent schedules for day-to-day workloads that are flexible and meet business and compliance requirements. Connect Customer helps you create efficient schedules that are optimized for per-channel Service Level or Average speed of answer targets. You can generate and manage agent schedules based on the following: @@ -331 +331 @@ The following image shows the plan output. It shows a week-by-week or month-by-m -The following image shows a sample schedule in the Amazon Connect admin website for a supervisor's team. +The following image shows a sample schedule in the Connect Customer admin website for a supervisor's team. @@ -344 +344 @@ The following image shows a sample schedule that agents see in the agent workspa -Amazon Connect provides a simple, self-service UI that enables you to make changes in minutes, not months. +Connect Customer provides a simple, self-service UI that enables you to make changes in minutes, not months. @@ -365 +365 @@ Anyone, from non-technical business leaders to experienced contact center admini -Amazon Connect takes the heavy lifting of managing telephony off your hands. We manage a network of telephony providers from around the world, removing the need for you to manage multiple vendors, negotiate complex multi-year contracts, or commit to peak call volumes. +Connect Customer takes the heavy lifting of managing telephony off your hands. We manage a network of telephony providers from around the world, removing the need for you to manage multiple vendors, negotiate complex multi-year contracts, or commit to peak call volumes. @@ -367 +367 @@ Amazon Connect takes the heavy lifting of managing telephony off your hands. We -The telephony service allows you to claim and then use direct inward dial (DID) and toll-free phone numbers for more than 110 countries worldwide. There are also more than 200 available outbound calling destinations. For a list of destinations, see the [Amazon Connect pricing](https://aws.amazon.com/connect/pricing/) page. +The telephony service allows you to claim and then use direct inward dial (DID) and toll-free phone numbers for more than 110 countries worldwide. There are also more than 200 available outbound calling destinations. For a list of destinations, see the [Connect Customer pricing](https://aws.amazon.com/connect/pricing/) page. @@ -369 +369 @@ The telephony service allows you to claim and then use direct inward dial (DID) -For a list of the telephony capabilities that Amazon Connect provides, see the [Amazon Connect Telecoms Country Coverage Guide](https://d1v2gagwb6hfe1.cloudfront.net/Amazon_Connect_Telecoms_Coverage.pdf). +For a list of the telephony capabilities that Connect Customer provides, see the [Connect Customer Telecoms Country Coverage Guide](https://d1v2gagwb6hfe1.cloudfront.net/Amazon_Connect_Telecoms_Coverage.pdf). @@ -375 +375 @@ The telephony-as-a service model can scale up and down at a moment's notice and -Amazon Connect flows provides a single drag-and-drop workflow designer you can use to create, personalize, and automate end-to-end customer and agent experiences across channels. With flows, you can design your interactive voice response (IVR) or chatbot experiences to help your customers self-serve, build step-by-step guides for your agents to resolve issues faster and accurately, and create and manage how tasks are automated for your agents. +Connect Customer flows provides a single drag-and-drop workflow designer you can use to create, personalize, and automate end-to-end customer and agent experiences across channels. With flows, you can design your interactive voice response (IVR) or chatbot experiences to help your customers self-serve, build step-by-step guides for your agents to resolve issues faster and accurately, and create and manage how tasks are automated for your agents. @@ -383 +383 @@ Cloud security at AWS is the highest priority. As an AWS customer, you benefit f -To learn more about security and data protection, see [Security in Amazon Connect](./security.html). +To learn more about security and data protection, see [Security in Connect Customer](./security.html). @@ -387 +387 @@ To learn more about security and data protection, see [Security in Amazon Connec -You can bring on tens, or tens of thousands of agents at will, in response to business cycles or unplanned events, and cycle agents out just as easily. Amazon Connect provides seamless scalability based on demand, and you only pay for what you use. +You can bring on tens, or tens of thousands of agents at will, in response to business cycles or unplanned events, and cycle agents out just as easily. Connect Customer provides seamless scalability based on demand, and you only pay for what you use. @@ -389 +389 @@ You can bring on tens, or tens of thousands of agents at will, in response to bu -With routing profiles, flows, and real-time metrics, you can scale your business operations based on current volumes. You establish contact experience and business workflows, and Amazon Connect scales up during peak demand without additional application or hardware management. Contacts experience consistent service outcomes during busy periods. Administrators can focus on agent performance and contact feedback instead of monitoring available application or hardware capacity. +With routing profiles, flows, and real-time metrics, you can scale your business operations based on current volumes. You establish contact experience and business workflows, and Connect Customer scales up during peak demand without additional application or hardware management. Contacts experience consistent service outcomes during busy periods. Administrators can focus on agent performance and contact feedback instead of monitoring available application or hardware capacity. @@ -393 +393 @@ With routing profiles, flows, and real-time metrics, you can scale your business -Amazon Connect provides all our customers with active-active resilience within an AWS Region. This resilience ensures high availability for all channels and applications. +Connect Customer provides all our customers with active-active resilience within an AWS Region. This resilience ensures high availability for all channels and applications. @@ -395 +395 @@ Amazon Connect provides all our customers with active-active resilience within a -If your organization requires even higher levels of resilience, you can use [Amazon Connect Global Resiliency](./setup-connect-global-resiliency.html) to provide resilience across multiple AWS Regions. +If your organization requires even higher levels of resilience, you can use [Connect Customer Global Resiliency](./setup-connect-global-resiliency.html) to provide resilience across multiple AWS Regions. @@ -403 +403 @@ To use the Amazon Web Services Documentation, Javascript must be enabled. Please -What is Amazon Connect Customer? +What is Connect Customer Customer?