Keith Dawson's Analyst Perspectives

Amazon Connect Adds Workforce Optimization Capabilities

Posted by Keith Dawson on Jun 1, 2022 3:00:00 AM

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.

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Topics: Customer Experience, Contact Center