AWS Contact Center
Author: Puneet Badlani
I am the Worldwide Senior Applied AI Partner Solutions Architect for Amazon Connect at AWS, on the Applied AI Solutions Go-to-Market team. I hold a Ph.D. in Innovation Management and over a nearly 30-year career have held senior roles at Zurich Insurance and DXC Technology. I speak regularly at global industry events including AWS re:Invent, AWS Summits, PartnerEquip Live, and Customer Contact Week, reaching technology decision-makers across North America, Europe, and Asia Pacific.
Crystal Clear in Chaos: Your Contact Center Didn’t Lose Its Walls. It Lost Its Acoustics.
In a modern contact center, a customer is three sentences into explaining why her shipment never showed up. The agent, twelve hundred miles away in a spare bedroom that doubles as a home office, catches maybe half of it. Not because she’s a bad listener. Because the neighbor’s dog has strong opinions about the mail […]
From Amazon Pinpoint to Amazon Connect With Customer Experience Intact
Platform migrations are technical events with real customer experience consequences. With Amazon Pinpoint reaching end of support on October 30, 2026, teams managing millions of customer touchpoints face an architectural question: where do we go, and how do we bring everything we’ve built with us? The migration isn’t simple. Data has dependencies. Capabilities overlap in […]
Always on, always assuring: Unlocking continuous CX quality with cloud-based monitoring
Introduction: The evolving landscape of customer experience Whether booking a flight, checking a bank balance, or chatting with a retail brand’s support bot, today’s customers expect every interaction to be fast, error-free, and available on demand, without hiccups. Even a single delay, defect, or outage can send them away in search of a competitor who […]
Unlocking the full potential of Amazon Connect
Today’s consumers have high expectations – and your customers are no exception. Every business is racing to stay ahead with the latest technical innovation that can improve service, reduce costs, and help target strategic growth. Amazon Connect is one of these solutions – powered by the might of AWS technology and AI, it’s a modern […]
Improving customer engagement with modern voice experiences
In today’s fast-paced world, customers expect interactions that are seamless, efficient, and personalized. Cloud technology is stepping up by transforming traditional systems into dynamic solutions that meet those demands. One of the most significant advancements is the shift to cloud-powered, conversational Interactive Voice Response (IVR) systems. This intelligent solution is revolutionizing how businesses engage with […]
Revolutionise CX in your contact centre through IVR modernisation
About the authors Puneet Badlani is a Worldwide Senior Partner Solution Architect at Amazon Web Services (AWS) Jack Godfrey is a Sales Director at Connect, a UK-based AWS Partner Introduction As traditional resource-intensive interactive voice response (IVR) systems reach end of life, contact centre operators have an opportunity to transform the complex and often clunky […]
Using agent workspace guides to handle sensitive information
Introduction Contact center agents assist customers with topics that involve complex workflows. Within the Amazon Connect agent workspace, step-by-step guides support agents with clear instructions on how to handle a particular use case. Step-by-step guides are agent facing workflows that can branch based on decisions and send & receive data from external systems. Guides increase […]