AWS First Steps
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New feature

Amazon Connect Customer now measures the outcomes that drive retention and revenue

Amazon Connect Customer now scores customer interaction outcomes, showing whether customers are satisfied, at risk of churn, made a purchase, or resolved their needs via self-service. Each metric includes a default definition adjustable to business success criteria.

Amazon Connect Customer now scores customer interaction results, showing whether customers are satisfied, at risk of churn, made a purchase, or resolved their needs via self-service. Each metric has a default definition that can be adjusted to align with business success criteria. It is available through both the analytics dashboard and API.

Why it matters

Useful for businesses needing to measure the effectiveness of customer interactions to improve engagement and retention

Read the original AWS announcement

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