Category: Learning Levels

Today’s customers like to interact with organizations through their preferred communication channels, such as voice calls, web chat, mobile apps, SMS or iMessage, and various social media platforms like Facebook and X. The channel of choice often depends on the customer’s current circumstances. For example, someone can initiate a voice call from the office and […]

Insurance companies face increasing challenges with fraudulent claims, costing the industry billions annually. The Forbes Insurance Fraud Statistics 2025 estimates annual losses of $308.6 billion to insurance fraud in the U.S. Traditional fraud detection in insurance relies heavily on analyzing claims after they’re submitted. This approach leads to claims processing delays, increased operational costs, poor […]

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 […]

Purpose Are you deploying communication solutions with Amazon Chime SDK but finding it challenging to track and optimize your spending? This blog is essential for developers, product managers, and finance teams who need clear visibility into their Amazon Chime SDK costs. Whether you’re building video conferencing applications, audio solutions, or messaging features, understanding how these […]

Introduction Contact centers, particularly at Business Process Outsourcing (BPO) companies, operate multiple lines of business (LOB) with diverse regulatory or contractual requirements for contact recording retention. Failure to comply with industry regulations or contractual obligations can result in fines, legal disputes, and reputational damage. Conversely, retaining contact recordings beyond the required period can lead to […]

Overview Many large enterprises struggle with IT support inefficiencies where service desks are overwhelmed by high volumes of basic requests that employees could resolve through self-service options. This creates longer wait times for employees and prevents IT staff from focusing on complex technical issues. A leading international financial services organization, with $1.46 trillion in assets […]

Contact center leaders continually seek enhanced visibility into their Amazon Connect costs to make informed operational decisions. Today, we’re introducing the Amazon Connect Cost Insight Dashboard, a powerful solution that transforms your raw billing data into actionable insights. This purpose-built tool provides comprehensive cost analysis capabilities specifically designed for contact center optimization, enabling you to […]

Gartner, a company that delivers actionable, objective insight to executives and their teams, has published the 2025 Gartner Magic Quadrant for Contact Center as a Service (CCaaS). Amazon Web Services (AWS) was recognized as a Leader for Amazon Connect, our AI-powered, cloud-native customer experience solution. Amazon Connect is built on the same technology that powers […]

The contact center space is rapidly evolving, making it difficult for companies and people to stay up to date on the latest capabilities and best practices. Since launching in 2017, Amazon Connect has evolved as well with over 700 major feature releases, largely driven by customer input. The expanded features of Amazon Connect deliver the […]

Introduction As of 2023, short messaging service (SMS) has a global reach of approximately 5 billion unique users. With 80% of adults using text messaging for communication, it is an essential tool for reaching a wide audience. Amazon Connect two-way short messaging service (SMS) capabilities enabling you to resolve customer issues via text messaging. It […]