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 […]

1. Introduction Amazon Connect Email delivers built-in capabilities to prioritize, assign, and automate customer service email resolution within Amazon Connect’s unified omni-channel contact center platform. Organizations can manage email interactions alongside voice and chat, route emails based on customer attributes and content, and maintain interaction history within customer profiles. This blog describes how to add […]

At the core of Amazon Connect, the AI-powered customer experience solution from AWS, are flows and modules – flows define the customer journey, while modules serve as reusable building blocks that streamline operations. Today, we’re announcing three new capabilities that make flows and modules more powerful, flexible, and maintainable than ever before. These enhancements address […]

Amazon Connect customers often integrate with Salesforce to simplify the agent experience with a unified customer view. While each service excels in its domain, when cases created in Amazon Connect aren’t synchronized back to Salesforce and vice versa, agents lose visibility into the complete customer journey. This leads to duplicated efforts and inconsistent service delivery. […]

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 […]

Overview Amazon Connect now offers multi-skill forecasting and scheduling for contact centers. This approach segments demand based on specialized agent skills instead of treating agents as interchangeable. Amazon Connect eliminates costly staffing imbalances while ensuring specialized agents handle high-value interactions. Manual scheduling overhead is thus reduced through AI-driven deployment based on real-time demand patterns. For […]

Organizations have long faced challenges in managing large contact center workforces. One key issue is maintaining data consistency between Customer Relationship Management (CRM) systems and reporting tools. Contact center supervisors face multiple pain points. These include manual data extraction, time-consuming Extract, Transform, and Load (ETL) developing and maintaining processes, and the need for frequent updates […]

Introduction Amazon Connect is an easy-to-use enterprise cloud contact center that empowers organizations to deliver exceptional customer experiences at scale. One of the key benefits of Amazon Connect is its native integration with Amazon CloudWatch, which provides powerful capabilities to analyze operational activities and receive alerts before issues impact customers – delivering insights at a […]

In collaborative contact center environments, the ability for agents to connect directly with each other can significantly improve productivity and streamline problem resolution. Whether it’s transferring contextual information, requesting supervisor assistance, or collaborating across teams, agent-to-agent calling plays a crucial role in enhancing internal communication. Amazon Connect provides the flexibility to build such features using […]

Customer satisfaction (CSAT) is one of the top metrics used to measure the customer’s perceptions after an interaction in your contact center. CSAT post-call surveys are important as a diagnostic tool to fine-tune the experience and service delivered in a contact center. They not only assess perceptions of experiences, but also help an organization understand […]

Introduction Video calling capabilities in Amazon Connect enable organizations to provide face-to-face interactions between human agents and customers. However, organizations must be mindful of implementing this feature securely while ensuring proper authentication. In this blog post, we will demonstrate how you can easily and quickly set up secure video calling in Amazon Connect with end-user […]