AWS Contact Center
Category: Best Practices
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 […]
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 […]
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 […]
Proven migration patterns for accelerating Amazon Connect deployments
Enterprise contact centers struggle to support multiple lines of business (LOBs) with separate IT and operations teams. Business Process Outsourcing (BPO) companies amplify this complexity, managing hundreds of customers with unique requirements. Contact center migration patterns address these challenges, accelerating deployments and simplifying operations. This post explains five such proven patterns that create a robust […]
Performing a tabletop exercise with Amazon Connect
When a contact center experiences an unexpected service disruption, the impact can be immediate and severe: agents unable to access systems, customers facing connection issues, and support teams working to rapidly restore service. While such scenarios may seem extreme, they represent exactly the kind of situations that make tabletop exercises essential for modern contact center […]
Building a more sustainable contact center with Amazon Connect
By using AWS’s efficient infrastructure, renewable energy, and optimizing resource utilization, organizations can significantly minimize their contact center operations’ carbon footprint.
Best practices for handling email messages within a flow
Automating email parsing and analysis helps prioritize urgent matters, personalize responses, and identify sensitive information, improving customer experience and agent productivity. Implementing automated email processing solutions enables organizations to take appropriate actions based on the content, such as escalating important issues, sending automated responses, or avoid routing emails that don’t require a response, such as thank-you notes. Email analysis also allows for detecting intent, sentiment, keywords, and personally identifiable information (PII).
Generative AI unlocks 60% faster Japanese VoC analysis with Amazon Connect Contact Lens
We will introduce how generative AI contributes to VoC (Voice of Customer) analysis in contact centers, particularly focusing on the advantages of methods using the latest LLM (Large Language Model) technology and their superiority when compared to conventional approaches.
How ANA X lowered costs by 58% with Amazon Connect
ANA X leveraged its expertise and options to successfully migrate from an on-premises PBX-centric call center system to the cloud-based Amazon Connect. This article shares the background and successful experience, touching on the possibility for readers to realize system migration and operation on their own.
Best practices for using Amazon Connect audio optimization for Citrix
Real-time media services running within virtual desktop infrastructure (VDI) environment, such as Citrix, can experience audio quality issues due to the resource intensive nature of processing the media on the server(s). Implementing Amazon Connect audio optimization for Citrix enables you to improve audio quality, reduce host server resources and lower cost per agent. VDI sessions […]