Amazon Connect Cases and Tasks: A Unified Customer Story for Resolving Complex Issues

Amazon Connect Cases and Tasks offer a unified workspace for agents to track, collaborate on, and resolve complex customer issues across multiple interactions, channels, and team members. The solution integrates with Amazon Connect, a cloud contact center solution by AWS, and provides a complete timeline view of all customer interactions in one interface. This combination enables agents to see the full history and status of ongoing issues and ensures that every follow-up action is captured, assigned, and tracked to completion. Companies like Arbonne have successfully implemented Amazon Connect Cases and Tasks, reducing contact center operating costs by 25% and replacing disparate legacy systems with one unified solution.