AWS Contact Center
Author: Pasquale DeMaio
Pasquale is the Vice President of Amazon Connect, which is Amazon Web Service’s self-service, cloud-based contact center based on the same technology used by Amazon customer service associates around the world to power millions of customer conversations. He has 20 years of experience in delivering world-class B2B and B2C products. Prior to Amazon Connect, Pasquale has worked on machine learning, augmented reality, maps, and mobile. His specialties include operating SaaS at scale, delivering great customer experiences, and UX and technology innovation. Pasquale leads Amazon Connect, which has become one of the fastest growing services in AWS history.
Failure Didn’t Lose Your Customers, Mediocrity Did
The quiet exit The issue is resolved, but the customer won’t remember your company until the next time you give them a reason to leave. And when a competitor offers them a better deal next quarter, the customer will take it without hesitation. Because nothing in their interaction with your brand was so exceptional that […]
Deflection is Dead. Resolution is King.
You’re on vacation and your card gets declined. You’re at dinner with your family in a country you’ve never been to, staring at a bill you can’t pay. You’re wondering if it will work for the cab ride home. No text comes through, no notification, no call. You call your bank. The IVR asks how […]
Amazon Connect: Deploy conversational AI in weeks, not months
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 […]
Introducing the next generation of Amazon Connect: AI-powered interactions that strengthen customer relationships and improve business outcomes
Amazon Connect now delivers first-party AI across all channels, featuring ongoing support for future AI capabilities with pricing that remains tied only to your underlying channel usage rather than AI consumption.
How COVID-19 has changed the way customer service leaders think about contact centers
Global emergencies dramatically shift daily routines, forcing companies to react quickly to change the way they support employees and customers. COVID-19 has changed the way we work, including the contact center space. Despite the benefits of cloud contact centers, many organizations don’t have the solutions to support virtual contact centers. This leaves companies maintaining buildings […]
Amazon Connect Costs Less
Amazon Connect costs less to operate than any other contact center Including a 26% price reduction on Amazon Connect telephony prices for U.S. customers. Here at AWS, we’re always trying to save our customers money, and on May 24, we did it again by reducing Amazon Connect telephony prices for our US customers by 26% […]
Welcome to the New AWS Contact Center Blog
The origins of Amazon Connect are much like the origins of AWS. After more than a decade building and running the scalable web application Amazon.com, developers and organizations asked if they could use the same technology, so in 2006 we launched AWS. Around the same time, the Amazon Customer Service team realized that our company-wide goal […]