AWS News Blog

Category: Amazon Connect

New for Amazon Connect: Voice ID, Wisdom, and Outbound Communications

During the AWS re:Invent conference last year, I wrote about new capabilities added to Amazon Connect. Today, I am happy to announce the general availability of two of these capabilities, Voice ID and Wisdom, and the launch of a new one. High-volume outbound communications allows, as the name implies, the initiation and management of outbound […]

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Image of a man in a blue shirt running cable through a wall.

How AWS is Supporting Nonprofits, Governments, and Communities Impacted by Hurricane Ida

AWS Disaster Response Team volunteer Paul Fries runs cable to provide connectivity in a police station that has been converted into a supply distribution center and housing for National Guard troops and FEMA. During the crisis that has resulted in the aftermath of Hurricane Ida, the AWS Disaster Response Team is providing personnel and resources […]

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Amazon Connect – Now Smarter and More Integrated With Third-Party Tools

We launched Amazon Connect in 2017 and, since then, thousands of customers have created their own contact centers in the cloud. Amazon Connect makes it easy for non-technical customers to design interaction flows, manage agents, and track performance metrics. For example, when I book a Best Western hotel room in Europe by phone, the call […]

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Amazon Connect Introduces Web & Mobile Chat for a True Omnichannel Contact Center Experience

When we started Amazon in 1995, it was with the mission to be the earth’s most customer-centric company. It obviously requires many talented individuals and technologies to deliver on that vision, including contact centers. As Amazon’s retail business scaled, we first shopped for third-party contact center solutions, but we could not find one that fit […]

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New – Amazon Connect and Amazon Lex Integration

I’m really excited to share some recent enhancements to two of my favorite services: Amazon Connect and Amazon Lex. Amazon Connect is a self-service, cloud-based contact center service that makes it easy for any business to deliver better customer service at lower cost. Amazon Lex is a service for building conversational interfaces using voice and […]

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Amazon Connect – Customer Contact Center in the Cloud

Customer service is essential to the success of any business. In order to provide voice-based customer service at scale, many organizations operate call centers. At the low end, call centers simply route incoming calls to any available agent. More sophisticated systems support more sophisticated routing and interaction, including the ability to create customized call trees […]

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