AWS Contact Center

Category: Amazon Connect

Elevate your Amazon Connect skills with specialty training badges

Elevate your Amazon Connect skills with specialty training badges

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 […]

Elevate your contact center workforce management using the new Amazon Connect Forecasting, Capacity Planning and Scheduling features (2025 Q2)

Elevate your contact center workforce management using the new Amazon Connect Forecasting, Capacity Planning and Scheduling features (2025 Q2)

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 […]

Enhance customer engagement with Amazon Connect multi-user in-app, web, and video calling

Enhance customer engagement with Amazon Connect multi-user in-app, web, and video calling

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.

Enable agent contact history in Amazon Connect agent workspace as a third-party (3P) application

Enable agent contact history in Amazon Connect agent workspace as a third-party (3P) application

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 […]

How Empower scaled contact center quality assurance with Amazon Connect and Amazon Bedrock

How Empower scaled contact center quality assurance with Amazon Connect and Amazon Bedrock

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 […]

Tailored support at scale: Turning a unified Salesforce KB into LOB-focused AI agents

Tailored support at scale: Turning a unified Salesforce KB into LOB-focused AI agents

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 […]

Insights and learnings from Amazon Q in Connect web crawler integration

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 […]

The future of customer service is here: From contact centers to experience hubs

The future of customer service is here: From contact centers to experience hubs

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 […]

Customer contact week 2025-Transform your contact center with AI-powered innovation

Customer Contact Week 2025: Transform your contact center with AI-powered innovation

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 […]

Unlocking the full potential of Amazon Connect

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 […]