![](https://keithdawson.ventanaresearch.com/hs-fs/hubfs/AP_KD_Amazon%20Connect%20Adds%20Workforce%20Optimization%20Capabilities.png?width=200&name=AP_KD_Amazon%20Connect%20Adds%20Workforce%20Optimization%20Capabilities.png)
At Enterprise Connect in March, Amazon announced new functionality in its cloud contact center platform, Amazon Connect. The company is now including a full Workforce Optimization component, which includes built-in forecasting, capacity planning and scheduling capabilities. It's no surprise that Amazon is adding these capabilities, as WFO has become a core component of a complete CCaaS platform.
Topics: Customer Experience, Contact Center