Introduction

CHANGE MANAGEMENT CONSIDERATION - v2.8

This release has a change to the Agent Experience where new Interface Controls for Outbound Queue Selection have been released.

Operations Teams should take note of the new UI changes and advise end users how the functional changes should be used by your organisations processes & policies.

Technical Teams should ensure that your Amazon Connect Queues, have the relevant Outbound CLI configuration for CLI presentation in Amazon Connect, and ensure that any return calls (from the outbound CLI numbers used), route through your desired call flows / call treatments to avoid incorrect routing.

UPCOMING RELEASE NOTIFICATION - v2.8

Closed Preview: 13th August 2024 (Approx. 9am AEST) - This closed preview will be released to select Closed Preview customers for feedback.

Tentative GA Release: 3rd September 2024 (Approx. 9am AEST) - This release date may be extended should any issues arrise during the closed preview period.

Deploy the latest generation of proactive, anticipatory customer service with the newly enhanced integration between Amazon Connect and Zendesk Support. This integration enables businesses to leverage sophisticated AI and machine learning services from AWS to improve contact center agent efficiency while reducing the time end-customers spend interacting with customer service.

The Amazon Connect app can:

• Embed Amazon Connect’s web-based softphone on the top bar of a Zendesk Support instance to enable:

  • Voice Channels

  • Chat Channels

  • Task Channels

• Link customers to a Zendesk Support user profile based on

  • the customers' identifier

  • the customers' user ID

  • custom Zendesk user fields (e.g. account number, Organisation ID, email address, etc)

  • the customers' ticket ID

  • the most recent open ticket of an identified user

  • templated searches for other queries supported by the Zendesk API

• Automatically create a new ticket for each interaction, or allow an agent to manually create a new ticket or attach the interaction to an existing ticket.

• Attach the following to a Zendesk Support ticket

  • Amazon Connect contact details

  • Call recording with audio playback and a download link

  • Advanced speech analysis through Amazon Connect’s Contact Lens

    • Call & Chat Transcription embedded in the ticket

    • Customer and agent sentiment

    • Categories based on rules set within Contact Lens

    • Conversation characteristics

• Pause and resume a call recording.

• Enable media-less mode. This means that the embedded CCP instance will not carry any media, allowing your Zendesk Support instance to run in VDI environments, as well as reloading your Zendesk instance without interrupting a live call.

• Utilise Amazon Connect VoiceID for Fraud Prevention

• Allow Agents to select the desired Outbound Queue to display various Caller Line Identification

• Support setting Zendesk Brands for use within Zendesk Workflows.

Benefits

• Unified interface

  • Allow agents to handle interactions from a single support platform by embedding a web-based softphone directly into Zendesk Support. Enabling customer data from Zendesk to provide to greet customers, find recent tickets and provide more personalized support.

• Time-saving agent tools

  • Link interactions to existing Zendesk Support end-user profiles based on the customers configured indentifier. Zendesk automatically turns interaction into tickets with information on the inbound interaction for easy record keeping and issue resolution. At the end of a interaction, the ticket is updated with additional details, including interaction transcript or recording and optional speech analysis using Amazon Contact Lens

Find out more about Amazon Connect here.