Category: Announcements

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 […]

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.

Historically, travel and hospitality companies relied on loyalty programs to do exactly that—build loyalty. However, a McKinsey & Company report shows that loyalty is in decline. The same study from McKinsey advises that travel and hospitality companies can win loyalty by “offering distinctive, satisfying experiences” through more personalized engagement. The key to delighting customers and […]

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 […]

Amazon Web Services (AWS) was named a leader in The Forrester Wave™: Contact-Center-As-A-Service Platforms, Q2 2025. We believe this recognition underscores the continued evolution and strength of Amazon Connect, our cloud-based contact center solution, since its launch in 2017. This report evaluates the 10 most significant CCaaS providers based on Forrester’s comprehensive research criteria. In this […]

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 all the time to handle customer contact volume. This systematic approach to scheduling maximizes both agent productivity and […]

Amazon Connect now delivers first-party AI across all channels, featuring ongoing support for future AI capabilities with pricing that remains tied only to your underlying channel usage rather than AI consumption.

Many companies today struggle with disconnected customer relationship management (CRM) and contact center solutions, resulting in poor customer experiences, frustrated customer service representatives (CSRs), and inefficient operations. CSRs or contact center agents have to juggle multiple siloed applications, lacking real-time visibility into customer data and interaction history, while customers face frustrating experiences bouncing between self-service […]