AWS First Steps
LanguageEnglish
New feature

Amazon Connect Customer now supports customizing the Customer Profiles app on the agent workspace

Amazon Connect Customer Profiles now allows administrators to customize which customer data agents see in the workspace using layouts built in Profile Explorer, providing tailored views for different agent roles

Amazon Connect Customer Profiles lets administrators customize customer data displayed to agents in the workspace using layouts created in Profile Explorer. It integrates data from multiple sources for real-time agent access. Layouts customize widgets such as contact history, customer details, and lifetime value; showing flight and baggage ticket info to airline baggage claim agents, and loyalty status and preferences to loyalty agents. AI-generated profile summaries can highlight key customer information. Profile Explorer is available in US East (N. Virginia), US West (Oregon), Africa (Cape Town), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Canada (Central), Europe (Frankfurt), and Europe (London).

Why it matters

Enables customer service agents to handle interactions more efficiently by customizing the information displayed

Read the original AWS announcement

Related articles and terms

Amazon ConnectA service that lets you set up a cloud-based contact center in minutesBuilding a Cloud Contact Center with Amazon Connect - The Decisive Difference from Legacy PBXCompare Amazon Connect's architecture with traditional on-premises PBX systems, and learn practical approaches to contact flow design, real-time analytics, CRM integration, and the pay-per-use pricing model.90% of AWS Is Born from Customer Feedback - Working Backwards and Customer-Driven InnovationWe explain how the Working Backwards process and the Customer Obsession principle shape AWS service development. Learn about the innovation mechanism that starts with PR/FAQ documents and the process for incorporating customer feedback.Customer Obsession in Action - The Origin Stories of AWS Services Born from Customer FeedbackWe explain how Customer Obsession, the first of Amazon's Leadership Principles, directly led to the creation of specific services like S3, Lambda, and Graviton, contrasting it with the product development motivations of other companies.Building a Cloud Contact Center with Amazon Connect - IVR Design and Agent ManagementBuild a cloud contact center with zero upfront investment and pay-per-use pricing. Learn how to design contact flows with the visual editor and manage quality in real time with Contact Lens.