Amazon Connect Tasks

Amazon Connect Tasks makes it easier to prioritize, track, route, and automate contact center agent tasks, improving agent productivity and ensuring customer issues are quickly resolved. Today, agents struggle to determine the priority of work and have to track their tasks and customer follow-up items manually. Manual tracking is time consuming and error prone, especially when tasks span multiple systems such as customer relationship management (CRM), ecommerce, and ticketing systems. Amazon Connect Tasks allows your agents to create and complete tasks in the same user interface where they take calls and chats. Managers can also use workflows to automate tasks that don’t require agent interaction. This results in improved agent productivity, leading to faster resolution of customer issues.

Boost agent productivity with the Amazon Connect unified agent workspace. The single interface consolidates all work items so agents can complete tasks efficiently. Task Templates allow easy configuration of common tasks like taking payments or booking appointments. Build templates once then launch ready-made tasks to agents as needed. Agents can see task names, attributes, and helpful links in one place without having to hunt across systems to find the next important item to work on.

Get a complete picture of agent workload and productivity. Gain visibility into back-office work handled by agents. Understand volume, handle time, capacity and more to optimize staffing.

Empower your managers with visibility into agent work to drive efficiency. Real-time and historical dashboards track key metrics like task assignment, handling time and status giving insights into agent workload and performance and help in identifying coaching opportunities.

Amazon Connect Tasks enables contact centers to intelligently route work to the right agents. Managers can automatically prioritize tasks based on priorities such as time to completion or critical operating needs and match them to agents with the required skills and expertise in real time. Relevant information from external applications can be automatically appended to tasks, providing agents with full context to efficiently complete customer requests without toggling between applications.

Amazon Connect Tasks allows managers to streamline workflows by automating repetitive processes and connecting data across different applications. With Amazon Connect Tasks, managers can set up automated workflows to handle common customer service tasks like collecting information, validating data, and escalating issues. By reducing repetitive manual work, Amazon Connect Tasks enables agents to focus on delivering personalized customer experiences with increased efficiency and consistency.

Tasks integrates seamlessly with other Amazon Connect capabilities like Contact Lens, Cases, and Quality Assurance. Managers can configure rules to automatically create Tasks that alert supervisors to negative customer sentiment (Contact Lens) and agent performance needing coaching (agent evaluations). Agents can easily create Tasks within Amazon Connect Cases to take actions such as scheduling a callback or issuing a refund to resolve customer issues.

Easily create and assign tasks to agents using built-in connectors for business applications like Salesforce and Zendesk. Managers can configure Amazon Connect to automatically generate tasks based on activity in these external applications. Tasks can also be created through flexible APIs giving managers limitless options to automate task creation based on business conditions.

Learn how Arbonne used Amazon Connect Tasks to automate and prioritize agent tasks for faster resolutions.

Read the case study

Fujitsu is an innovative, global information technology and services provider that helps organizations across multiple industries thrive in the modern digital world by driving new value from cutting-edge digital technologies.

"At Fujitsu, our IT services exist to keep our customers’ businesses running, and Amazon Connect empowers 5,300 of our contact center agents to better serve customers. Outside the 300,000 interactions our agents handle each month, they have to spend hours each day on additional tasks such as resolving open emails and tickets. This is a manual, time-consuming process that often leaves important tasks incomplete. Amazon Connect Tasks will allow our managers to prioritize, assign, and track all tasks. Through connectors to external applications such as Salesforce, Amazon Lex chatbots, and Amazon Pinpoint, we can automate tasks like follow-ups to customers. With Amazon Connect Tasks, we expect our agent productivity to improve 30% and expect to refine our customer experience even further with other Amazon Connect innovations."

Alex Sanchez, Head of Global Offering Technology and GDC Networks