Friday, 28 December 2018

Real-Time Customer Voice Stream Supported By Amazon Connect

Amazon Connect is a self-service, cloud-based contact center service which makes it simple for any business to provide effective customer service at economical price. Earlier, with the call recording function, you could only access customer audio after a call was ended. But now, transmitting customer audio from any point during the call, whether it's from the IVR, in a queue, or when talking to an agent is possible automatically. Your user audio is automatically sent to Amazon Kinesis Video Streams with the customer voice stream feature, where it can be accessed by the integrations which you grant. For example, you could integrate customer voice stream with real-time text transcription and sentiment analysis for instant reply on call quality. Now, you can transmit customer audio from your Amazon Connect contact center in real time with the use of this new customer voice stream feature. This feature is available in every AWS regions where both Amazon Connect and Amazon Kinesis Video Streams is available without any extra charge except standard Amazon Connect for service usage and related telephony rates, and Kinesis Video Stream service usage.

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