Category: Amazon Connect

Imagine a scenario where a customer calls an organization about a billing issue. A contact center agent resolves it, but three days later, the same customer emails about a related problem. A different agent picks up the email, has no context about the previous call, and asks the customer to explain everything again. Meanwhile, a […]

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 […]

Workforce management (WFM) is essential for contact center success. It matches staff levels to call volume patterns, which reduces customer wait times and operational costs. Effective WFM ensures the right agents with the right skills are available at the right time to handle customer contact volume. This systematic approach to scheduling maximizes both agent productivity […]

Amazon Connect multi-user in-app, web, and video calling capabilities enables multiple customers and agents to seamlessly participate in the same communication session. During an ongoing call initiated from a web browser or mobile application, participants can dynamically add more attendees, enhance the interaction with video capabilities, and share their screens. This solution transforms traditionally complex multi-user conversations into streamlined, collaborative experiences that drive better customer outcomes.

Contact center agents juggle dozens of customer interactions daily. Without easy access to their recent call history, valuable context gets lost between conversations. Amazon Connect provides agents with powerful tools to manage real-time voice and digital interactions. One valuable enhancement is the ability for agents to view a personalized summary of their recently handled voice […]

By Marcos Ortiz (AWS), Ryan Baham (Empower), Illan Geller (Accenture), Ozlem Celik-Tinmaz (Accenture) , and Prabhu Akula (Accenture) Introduction Empower is a leading financial services company serving over 18 million Americans with $1.8 trillion in assets under administration. They take approximately 10 million customer calls annually through their care centers. To maintain service excellence at […]

In today’s hyper-connected world, customer support teams must juggle an ever-growing portfolio of products and services all within a single CRM like Salesforce. Agents need instant access to the right information, yet they too often find themselves wading through a monolithic, consolidated knowledge base that spans every line of business (LOB) from telecom billing to […]

Human agents are critical components of any contact center, and it is essential for organizations to provide them with the right tools for success. By supporting agents effectively, companies not only improve the agent experience but also enhance the end-customer experience. To address this need, Amazon Connect offers Amazon Q in Connect, a generative AI […]

Discover how Amazon Connect transforms traditional contact centers into AI-powered experience hubs that reduce costs, increase efficiency, and deliver personalized customer experiences at scale. In 2017, we launched Amazon Connect to solve the challenges we conquered in Amazon’s own customer service operations. Our mission: deliver simple, cost-effective technology that creates exceptional customer experiences at any […]

6/3/2025 update: The following sessions switched time slots, “Elevate your outbound communications with Amazon Connect data foundation” and “Unifying customer engagement: From siloed systems to intelligent omnichannel.” The schedule below contains the up-to-date session information. The customer experience landscape has entered a new era of transformation, where generative AI and intelligent automation are no longer […]