AWS Contact Center

AWS recognized as a Leader in the 2025 Gartner Magic Quadrant for Contact Center as a Service (CCaaS) with Amazon Connect

Gartner, a company that delivers actionable, objective insight to executives and their teams, has published the 2025 Gartner Magic Quadrant for Contact Center as a Service (CCaaS). Amazon Web Services (AWS) was recognized as a Leader for Amazon Connect, our AI-powered, cloud-native customer experience solution. Amazon Connect is built on the same technology that powers […]

AI-powered virtual agents- Automating complex business processes

AI-powered virtual agents: Automating complex business processes

Organizations across industries struggle with labor-intensive verification and data collection processes that require manual follow-ups, phone calls, and email exchanges. These workflows consume time and resources, often taking days to complete verification tasks while generating high operational costs. Manual processes involve multiple touchpoints, repeated attempts to reach contacts, and documentation requirements that create operational bottlenecks […]

Understanding Amazon Chime SDK costs in AWS Cost Explorer

Understanding Amazon Chime SDK costs in AWS Cost Explorer

Purpose Are you deploying communication solutions with Amazon Chime SDK but finding it challenging to track and optimize your spending? This blog is essential for developers, product managers, and finance teams who need clear visibility into their Amazon Chime SDK costs. Whether you’re building video conferencing applications, audio solutions, or messaging features, understanding how these […]

Customize retention policies for contact recordings in Amazon Connect

Customize retention policies for contact recordings in Amazon Connect

Introduction Contact centers, particularly at Business Process Outsourcing (BPO) companies, operate multiple lines of business (LOB) with diverse regulatory or contractual requirements for contact recording retention. Failure to comply with industry regulations or contractual obligations can result in fines, legal disputes, and reputational damage. Conversely, retaining contact recordings beyond the required period can lead to […]

Automate agent onboarding with Amazon Connect using PingOne

Automate agent onboarding with Amazon Connect using PingOne

The speed and accuracy of agent onboarding are critical to operational performance in modern contact centers. Given the ongoing workforce shifts driven by business demands, seasonality, and niche expertise, it’s imperative that organizations optimize these onboarding workflows. By automating processes such as provisioning and deprovisioning, businesses reduce operational errors, enhance data security, and significantly accelerate […]

Streamline employee support with Amazon Connect and Microsoft Teams integration

Streamline employee support with Amazon Connect and Microsoft Teams integration

Overview Many large enterprises struggle with IT support inefficiencies where service desks are overwhelmed by high volumes of basic requests that employees could resolve through self-service options. This creates longer wait times for employees and prevents IT staff from focusing on complex technical issues. A leading international financial services organization, with $1.46 trillion in assets […]

Visualize and optimize your Amazon Connect costs with the Cost Insight Dashboard

Visualize and optimize your Amazon Connect costs with the Cost Insight Dashboard

Contact center leaders continually seek enhanced visibility into their Amazon Connect costs to make informed operational decisions. Today, we’re introducing the Amazon Connect Cost Insight Dashboard, a powerful solution that transforms your raw billing data into actionable insights. This purpose-built tool provides comprehensive cost analysis capabilities specifically designed for contact center optimization, enabling you to […]

Unified customer story- Unlock a single source of truth for customer issues with Amazon Connect Cases and Tasks

Unified customer story: Unlock a single source of truth for customer issues with Amazon Connect Cases and Tasks

Imagine a scenario where a customer calls an organization about a billing issue. A contact center agent resolves it, but three days later, the same customer emails about a related problem. A different agent picks up the email, has no context about the previous call, and asks the customer to explain everything again. Meanwhile, a […]

Elevate your Amazon Connect skills with specialty training badges

Elevate your Amazon Connect skills with specialty training badges

The contact center space is rapidly evolving, making it difficult for companies and people to stay up to date on the latest capabilities and best practices. Since launching in 2017, Amazon Connect has evolved as well with over 700 major feature releases, largely driven by customer input. The expanded features of Amazon Connect deliver the […]

Resolve customer issues via two-way SMS (text messaging) in Amazon Connect

Resolve customer issues via two-way SMS (text messaging) in Amazon Connect

Introduction As of 2023, short messaging service (SMS) has a global reach of approximately 5 billion unique users. With 80% of adults using text messaging for communication, it is an essential tool for reaching a wide audience. Amazon Connect two-way short messaging service (SMS) capabilities enabling you to resolve customer issues via text messaging. It […]