CCW 2022: Track and resolve customer issues quickly with Amazon Connect Cases | AWS Events

Amazon Connect Cases (preview), a feature of Amazon Connect, allows your agents to track and manage customer issues that require multiple interactions, follow-up tasks, and teams in your contact center. In this session from Customer Contact Week 2022, discover how contact center leaders are tackling the challenges of complex customer engagements with Amazon Connect Cases.
Learn more about Amazon Connect Cases at - bit.ly/3vSm7hx
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[@SivaChidambaram15]

I would like to know, how the lex configured and able to access the customer information. If anyone have a demo or article link, please share.

[@awssupport]

If you don't find the answer you need here, please post your request on our re:Post platform for our service experts to review & provide some insight on. You can do so here: go.aws/aws-repost. ^BG

[@JasonKadlec]

Are there any demonstrations or tutorials showing how to integrate email? We currently use Zendesk. If a customer sends us an email, it makes a ticket..which is not exactly a case... sometimes the email is a new case, sometimes an inbound email is actually an update to an existing case. I'm looking for something that can route an email to an agent in the same interface that they receive calls, texts and web chat. From there, the Agent could create a new case from that inbound email, and also respond back to the customer over email. How can this be accomplished using Connect? Ideally, I would like to replace Zendesk with Connect Cases. With Cases, we have no more need for tickets?

[@awssupport]

Thanks for the inquiry, Jason. I was unable to locate any information regarding email integration for Amazon Connect Cases. The best option would be to reach out to our Sales team using this contact form: go.aws/3L1GHne. This will allow you to explain your use case and allow our Sales team to provide the best options to move forward. ^BD

[@hendersister1142]

Hello, I get this error in my first number, do you know why? You have reached the limit of phone numbers. To increase the limit, contact support.

[@walkingdadjokes6099]

Follow the instruction: contact support to increase the limit.