Amazon lets call center managers choose what customer info agents see

Amazon now lets managers of its Amazon Connect call center software decide what customer information agents see on screen. Administrators build layouts in a tool called Profile Explorer, then assign them to agents. Each person sees the details that fit their job.

What changed

Amazon Connect is a cloud call center product from Amazon Web Services. Its Customer Profiles feature gives agents a real-time view of each customer, combining contact history with data from multiple sources. Administrators can now save layouts made of widgets, such as contact history, contact information and lifetime value calculated attributes. A layout can be assigned in place of the legacy Customer Profiles view.

Amazon gives an airline as an example:

• A baggage claims agent sees contact history, active flights and baggage ticket information.
• A loyalty agent sees loyalty status, preferences and upcoming flights.

Layouts can also include an AI Profile Summary. It summarizes the customer profile to point the agent toward key insights.

Where it works and what is unclear

Profile Explorer is available in nine AWS Regions: US East (N. Virginia), US West (Oregon), Africa (Cape Town), Asia Pacific (Seoul, Singapore and Sydney), Canada (Central), and Europe (Frankfurt and London). The announcement does not say what it costs, whether the AI summary carries an extra charge, or how many layouts a team can create. Details are in the Amazon Connect administrator guide.