AWS Partner Network (APN) Blog
AI-Powered Connected Customer Experience using Amazon Connect and MoEngage
By: Nishan Das, Director Tech Partnership – MoEngage
By: Ghandi Nader, Sr. Partner Solutions Architect, Customer Experience – AWS
By: Avinash Venkatagiri, ISV Solutions Architect – AWS
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| MoEngage |
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AI-powered connected customer experience platforms like Amazon Connect and MoEngage are transforming how businesses meet rapidly evolving customer expectations. Modern consumers require seamless, personalized interactions across every touchpoint. According to a McKinsey report, 71% of consumers demand personalized interactions, and 76% get frustrated when brands don’t deliver on these expectations.
Customer engagement architectures often operate in silos, with marketing platforms, customer data systems, and contact centers functioning independently. This fragmented approach creates blind spots where valuable customer context is lost during channel transitions, leading to repetitive interactions and missed opportunities. Traditional contact centers, while effective for handling calls, lack the predictive intelligence and omnichannel context needed for proactive engagement.
When the MoEngage customer engagement platform integrates with Amazon Connect, an AI-native contact center from AWS, organizations unlock their customer experience potential. This combination transforms reactive customer service into proactive, personalized experiences that anticipate customer needs across all touchpoints.
This blog explores how the integration of MoEngage and Amazon Connect creates a connected customer experience ecosystem, enabling organizations to deliver context-aware interactions that drive satisfaction and measurable business outcomes.
MoEngage Overview
MoEngage is a comprehensive customer engagement platform that helps businesses analyze user behavior, segment audiences, and orchestrate personalized, omnichannel campaigns. It allows marketers and product owners to engage customers across multiple channels like mobile apps, websites, email, SMS and push notifications. With its AI-powered insights and journey orchestration capabilities, MoEngage helps drive customer retention, increase subscriptions, and fuel growth.
MoEngage is built on AWS and uses key services like Amazon EC2, Amazon MSK, Amazon Athena, Amazon SQS, AWS Lambda and Amazon Personalize to deliver real time customer engagement for our customers. AWS helps MoEngage deliver personalized marketing communications within seconds, while scaling for business of every type – startups with thousands of customers to large unicorns and enterprises with hundreds of millions of customers.
AWS allows MoEngage to deliver on its 99.99% Service Level Agreement (SLA) to its customers in 60+ countries across the globe. MoEngage serves over 1350 customers and profiling over 1.6 billion users each month by leveraging AWS services.
MoEngage also has native connectors built with AWS Communication Developer Services (CDS), which allows customers to send personalized messages to their users in a safe and secure manner, with the required levels of scalability and reach as needed.
Solution Overview
The MoEngage and Amazon Connect integration brings together the strengths of both platforms, creating a comprehensive approach to customer engagement. By combining MoEngage’s data-driven insights and omnichannel capabilities with Amazon Connect’s voice communication expertise, businesses achieve:
Gain a 360-Degree View of the Customer: MoEngage provides a unified customer profile by collecting data from multiple touchpoints. This information is shared with Amazon Connect, giving agents context and insights during customer interactions.
Orchestrate Connected Journeys: Brands trigger Amazon Connect actions based on customer behavior and events tracked in MoEngage. For example, if a customer abandons their cart online, MoEngage initiates a callback through Amazon Connect.
Personalize Voice Interactions: Agents leverage customer insights from MoEngage to personalize their conversations, offering relevant information and recommendations.
Enhance Post-Call Engagement: After a call, Amazon Connect shares engagement outcomes with MoEngage, enabling targeted follow-up campaigns through multiple digital channels.
How does the Integration Work?
The integration involves data sharing and event triggering between the two platforms. The below architecture, in figure 1, highlights the key steps of the joint solution:
Figure 1. Connected Customer Experience Powered by MoEngage and Amazon Connect
- MoEngage ingests data through SDK integration, S2S APIs and bulk upload APIs, file imports (CSV, Amazon S3, and SFTP), and partner integrations (CDPs and CRMs) to collect and process user, device, event, and auxiliary data.
- MoEngage Segmentation allows users to create subsets of users based on similar user attributes (like location) and user activities (events and event attributes).
- MoEngage Campaigns & Channels enables communication touchpoints including mobile push, web push, email, SMS, in-app messages, ad platforms connectors, and web personalization to help marketers and product owners engage their audience across platforms.
- MoEngage S3 Export provides periodic exports of all user events and campaign events in JSON format to Amazon S3 buckets with customizable frequencies.
- Amazon Connect Customer Profiles ingest customer data exported from MoEngage to Amazon S3 by using Amazon AppFlow. The system creates data flows, configures data mappings to define how source data maps to customer profiles, and sets up integrations that provide periodic updates for building unified customer profiles viewable in the agent workspace.
- When agents interact with customers through the agent workspace in Amazon Connect, they access customer profiles to retrieve customer information. Additionally, after each interaction ends, Amazon Connect updates these profiles by adding engagement outcomes and enriching customer data.
- AWS Lambda processes the customer records from Amazon Kinesis Data Streams and enriches the profile in MoEngage using API integration.
Use Cases and Key Benefits
- Retail
- Abandoned Cart Recovery: If a customer leaves items in their online cart, MoEngage identifies them and triggers a callback via Amazon Connect. Agents then assist the customer in completing the purchase, offering personalized discounts.
- Personalized Upselling/Cross-selling: MoEngage identifies customers based on past purchases and browsing behavior. This information is shared with Amazon Connect, allowing agents to offer targeted upselling and cross-selling opportunities during calls.
- Customer Service for Delivery Issues: If a customer experiences a delay in delivery, MoEngage notifies them and, if needed, triggers a call from an Amazon Connect agent to provide updates and solutions.
- Post-Purchase Feedback and Engagement: After a purchase, MoEngage initiates a survey via email/SMS. If the feedback is negative, an Amazon Connect agent follows up to resolve the issue and ensure customer satisfaction.
- Financial Services
- Onboarding Assistance: MoEngage tracks users who have started but not completed the onboarding process. This data is shared with Amazon Connect, enabling agents to call and assist them, reducing onboarding friction.
- Fraud Detection and Verification: If MoEngage detects suspicious activity on a customer’s account, it triggers an immediate callback from an Amazon Connect agent for verification and resolution.
- Premium Customer Support: MoEngage identifies customers and prioritizes their calls in Amazon Connect. Agents are equipped with detailed customer information to provide personalized support.
- Subscription Renewal: For customers with expiring subscriptions, MoEngage sends reminders. If they don’t renew, Amazon Connect agents call to understand the reason and offer renewal incentives.
- Media
- Content Recommendations and Engagement: MoEngage analyzes user viewing habits and preferences to recommend content. If a user hasn’t engaged recently, an Amazon Connect agent calls to offer personalized recommendations or exclusive content.
- Breaking News and Alerts: For time-sensitive updates like gate changes for travel/hospitality industries that fall in media segment, MoEngage sends alerts via push/SMS. Amazon Connect initiates a call for urgent information delivery, if the user doesn’t acknowledge.
- Subscription Management and Support: Similar to financial services, media companies use the integration for subscription management. MoEngage identifies users who are likely to churn, and Amazon Connect agents call to offer support or incentives.
- Feedback on new releases: After releasing new content, MoEngage triggers a survey. If the feedback is negative, Amazon Connect agents call for detailed feedback and resolution.
Benefits for Businesses
The MoEngage and Amazon Connect integration provides key benefits for businesses:
- Enhanced Customer Experience: By providing a personalized and connected experience across digital and voice channels, businesses improve customer satisfaction and loyalty.
- Increased Efficiency: Automation and data sharing streamline processes, reducing manual effort and improving agent productivity.
- Improved Retention and Growth: By addressing customer needs and providing personalized offers, businesses reduce churn and drive revenue growth.
- Data-Driven Decision Making: Insights from both platforms provide a comprehensive view of customer behavior, allowing businesses to make informed decisions.
Conclusion
In today’s customer-centric marketplace, organizations face a defining moment: continue operating with disconnected touchpoints or embrace integrated AI-powered solutions that deliver connected experiences. Through the MoEngage and Amazon Connect integration, we’ve demonstrated how unified customer intelligence transforms fragmented interactions into personalized journeys.
Organizations implementing this integrated approach have increased retention rates, improved agent efficiency, and driven measurable revenue growth through data-driven engagement strategies. MoEngage’s customer engagement platform complements Amazon Connect’s cloud contact center capabilities, allowing businesses to anticipate customer needs, personalize every interaction, and maintain context across all touchpoints.
Ready to transform your customer experience strategy? Connect with MoEngage and your AWS account team today to schedule a personalized consultation and discover how this integration drives customer satisfaction and business growth for your organization.
MoEngage – AWS Partner Spotlight
MoEngage is an insights-led customer engagement platform built for customer-obsessed marketers and product owners. MoEngage’s powerful analytics, personalization, and AI capabilities give you a 360-degree view of your customers and help you create personalized, impactful journeys across multiple channels like mobile push, email, in-app, web push, on-site messages, and SMS. More than 1,350+ global consumer brands across 60+ countries use MoEngage.