AWS Contact Center

Mark your calendars for AWS re:Invent 2025! This December 1-5, as AWS brings together visionary leaders, technical innovators, and industry pioneers in Las Vegas, the Amazon Connect team is gearing up for an immersive exploration into the future of intelligent customer experiences. After a transformative year for AI, re:Invent 2025 is your opportunity to discover […]

Maintaining compliant calling operations to China (country code +86) presents significant challenges for global businesses as telecommunications regulations continue to evolve. If your organization relies on Amazon Connect Customer for customer communications to Chinese destinations, understanding and implementing compliance best practices helps you avoid service disruptions and protect your customer relationships. A global travel services […]

Introduction When you publish a contact center schedule, you assume the people it affects will see it. In practice, that assumption creates operational risk. Agents miss shifts, arrive late to training sessions, or create unplanned coverage gaps because a schedule change was communicated through a bulk email or a channel post that never surfaced in […]

Learn how Berlin-based healthcare scale-up ETERNO is building a scalable, AI-driven customer experience to serve thousands of patients daily across its growing network of outpatient care providers and doctors. Target metrics > 80% of patient inquiries successfully resolved by AI agents 24/7 availability for appointment booking and rescheduling reducing up to 50% workload of one […]

Capita is a leading provider of customer experience services for UK public sector organizations and the UK’s first AI enabled Business Process Outsourcer (BPO). Every year, Capita helps a large local council support contacts from 1.6 million residents seeking support for essential services, such as highway maintenance to social care and waste management. The limitations […]

New no-code capabilities enable business teams to rapidly deliver sophisticated AI-powered customer experiences without engineering bottlenecks, combining the flexibility of agentic AI with the reliability enterprises demand.  NLX (nlx.ai) is joining Amazon Connect, accelerating the value customers get from Connect’s agentic AI solution. NLX brings sophisticated conversational AI capabilities, and through this acquisition, you can now deploy AI-powered customer experiences in Connect in weeks rather than months without sacrificing the control and reliability your […]

1. Introduction 1.1. What are adherence thresholds and why do they matter Schedule adherence is a Workforce Management (WFM) metric that measures how closely agents follow their assigned work schedules. Every contact center, however, operates with a degree of expected operational variance — agents finishing calls before transitioning to breaks, or handoffs running slightly long. […]

Every day, Amazon Customer Service handles millions of customer contacts across Amazon and its subsidiaries, spanning multiple regions including North America, Europe, South Africa, and Asia Pacific. Managing contact flows at this scale across multiple Amazon Connect instances to accommodate Retail and Amazon subsidiaries required a scalable, programmatic approach. The team set out to maintain […]

1. Introduction Amazon Connect supports voice/video and chat as separate channels, each with its own APIs. Using native or custom widgets, these channels operate independently. This works for most contact center scenarios. But what happens when a customer and an agent need more than just talking and seeing each other? For example, a customer calls […]

Introduction Building Amazon Connect AI agents presents developers with a familiar challenge: tight timelines meet complex integration requirements. You need to connect multiple backend APIs, implement robust error handling, generate realistic test data, and debug multi-service interactions, all while maintaining code quality and consistency. A proof-of-concept that integrates 10-15 APIs can easily consume 2-3 weeks […]

Introduction When organizations embark on a contact center transformation journey, technology gets much of the focus. At the same time, it’s the people who determine whether a migration succeeds or falls short. Your agents, supervisors, and support staff are the heartbeat of your contact center, and their readiness to embrace change is as critical as […]