AWS Contact Center

Category: Thought Leadership

Top 10 Amazon Connect blog posts of 2022

Over the course of 2022, we have seen organizations who use Amazon Connect, create innovative experiences on behalf of their customers. This includes leveraging machine learning capabilities and insightful analytics to identify trends and areas for improvement in customer service. In this blog post, we wanted to recap some of the frequently deployed and tested […]

Relive the excitement of re:invent 2022 with 3 Amazon Connect customer stories

In 2022, re:Invent returned to in-person gathering of over 50,000 attendees and exciting line-up of launches, keynotes, and sessions. Attendees witnessed new solutions, and delved deep into customer experience innovation, particularly with regards to Amazon Connect. This includes many new trailblazing capabilities including new chat analytics, Agent Workspace, and capacity planning tools. If you missed it, take […]

AWS recognized as a Visionary in the 2022 Gartner Magic Quadrant for Contact Center as a Service

Gartner, a company that delivers actionable, objective insight to executives and their teams, has published the 2022 Gartner Magic Quadrant for Contact Center as a Service (CCaaS). Amazon Web Services (AWS) was named a Visionary for the third consecutive year. We believe this placement speaks to the innovative contact center capabilities AWS is offering customers […]

Click to Call in Amazon Connect

Customers can try to find answers on company websites or mobile app before contacting customer service. Customer experience executives have struggled to carry that web or mobile click-stream behavior and context into the contact center interaction. The idea of creating a continuation of customer journey from web/mobile into the contact center for personalization, automation, and […]

Amazon Connect adds new capabilities to improve contact center productivity and customer experiences

Amazon Connect Cases (Available in GA) Amazon Connect Cases is a new case management feature built into Amazon Connect that makes it easy for contact center agents to track, collaborate on, and resolve customer cases quickly. Case management is an essential aspect of customer service operations that enables contact center agents to reduce resolution time […]

Eyewitness to history: Watching as the cloud transforms customer experience

A contact center solution and a contact center career, on parallel trajectories Today, customer experience (CX) is the fate of the business. In a more virtual world where customers and sellers interact less often in person, the contact center is the CX. The cloud has driven a dual paradigm shift, elevating not only what customers […]

How to protect against spam calls for click-to-dial

Amazon Connect customers can configure click-to-dial functionality on their website using the StartOutboundVoiceContact API. This enables agents to reach out to callers located in a much wider global area, without requiring Amazon Connect customers to provision numbers in several regions. This provides a frictionless experience where customers provide a phone number and Amazon Connect initiates […]

Three signature Amazon Connect moments from 2021

At the outset of 2021, businesses and customers looked forward to returning to ‘normal’ business operations and customer interactions. For contact center leaders, anticipating and responding to ever-changing customer needs remains a top business priority. Along with continuous change, continuous innovation has also become the norm – thanks in a big way to cloud-driven digital […]

Create action item reminders with Amazon Connect Tasks and Contact Lens for Amazon Connect

Contact center agents are frequently asked to document customer conversations by logging the interaction reason (or the issue), the outcome of the call, and in many cases, and follow-up action items. The data collection is essential for tracking the customer satisfaction and agent performance, but it takes a toll on the agent average handling time […]

Amazon Connect is changing expectations with customer relationships

Contact centers are commonly seen as cost centers—and have evolved over the last few years into multichannel customer service platforms that also drive service and sales. Organizations try to optimize the costs of running contact centers down to fractions of percentage points. The largest expense is usually human cost, a blend of employee salaries and […]