AWS re:Invent 2019: Amazon Connect: Omnichannel cloud contact centers w Intuit & Salesforce (EUC209)

In this session, hear about recently launched web and mobile chat for Amazon Connect. Learn how Intuit is deploying voice and chat at scale with Amazon Connect to improve customer engagement and how it implemented the solution across its global contact centers, what it learned along the way, and next steps in its contact center evolution. Specifically, Intuit shares its experiences with multi-session agents, best practices for using voice and chat simultaneously, and its approach to dynamic customer experiences. Also learn from Salesforce why it is using Amazon Connect to provide contact center solutions to its own customers.