Category: *Post Types

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 […]

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 […]

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 […]

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 […]