Category: Thought Leadership

The future of customer experience isn’t about choosing between AI efficiency and human connection—it’s about combining both to create something extraordinary. At re:Invent 2025, Amazon Connect unveiled a comprehensive vision for how businesses can transform customer interactions through intelligent AI agents that work with human teammates. Agentic systems promise to autonomously understand, reason, and act […]

Introduction Contact center operations teams often face delays when making routine changes, as traditional approaches require developer assistance and code modifications. Amazon Connect data tables addresses this challenge by enabling administrators to manage operational data through a no-code interface, improving agility and reducing time-to-implementation for common tasks. In this blog post, readers will learn how […]

Introduction Contact center administrators face a persistent challenge: efficiently testing and validating contact flows without disrupting live operations. Traditional approaches—manually calling systems, building custom validation tools, or investing in third-party solutions—are time-consuming and expensive. Large enterprises often allocate significant annual budgets to automated testing tools alone, while manual validation can require days or weeks of […]

Insurance companies face increasing challenges with fraudulent claims, costing the industry billions annually. The Forbes Insurance Fraud Statistics 2025 estimates annual losses of $308.6 billion to insurance fraud in the U.S. Traditional fraud detection in insurance relies heavily on analyzing claims after they’re submitted. This approach leads to claims processing delays, increased operational costs, poor […]

Organizations across industries struggle with labor-intensive verification and data collection processes that require manual follow-ups, phone calls, and email exchanges. These workflows consume time and resources, often taking days to complete verification tasks while generating high operational costs. Manual processes involve multiple touchpoints, repeated attempts to reach contacts, and documentation requirements that create operational bottlenecks […]

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 […]

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 […]

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 […]