AWS Contact Center

Tag: Amazon Connect

Proven migration patterns for accelerating Amazon Connect deployments

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 […]

Insights and learnings from Amazon Q in Connect at NatWest

Insights and learnings from Amazon Q in Connect at NatWest

Agents are critical components of any contact center, and it is essential for organisations 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 assistant […]

Salesforce Contact Center with Amazon Connect-Streamlining omnichannel customer engagement

Salesforce Contact Center with Amazon Connect: Streamlining omnichannel customer engagement

Introduction Salesforce Contact Center with Amazon Connect (SCC-AC), now generally available, is a groundbreaking offering that integrates Amazon Connect native digital and voice capabilities into Salesforce. Building upon the existing voice-only Service Cloud Voice (SCV) integration, SCC-AC enables customers to unify voice and digital channels across Amazon Connect and Salesforce enhancing customer and agent experience […]

Drive insights of customer’s self-service IVR journey with Amazon Connect and personalized dashboards

Drive insights of customer’s self-service IVR journey with Amazon Connect and personalized dashboards

Customers typically want access to their contact center data to drive better decisions. Amazon Connect flows are a great place to capture metrics and drive outcomes. These flows define how customers experience your contact center from start to finish. At the most basic level, flows enable you to customize your IVR (interactive voice response) system. […]

Elevate your contact center using the new Amazon Connect Forecasting, Capacity Planning and Scheduling features

Elevate your contact center using the new Amazon Connect Forecasting, Capacity Planning and Scheduling features

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 […]

Introducing the next generation of Amazon Connect (2)

Introducing the next generation of Amazon Connect: AI-powered interactions that strengthen customer relationships and improve business outcomes

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.

Capitec elevates experiences with Amazon Connect

Capitec elevates experiences with Amazon Connect

Combating fraud and building customer trust For over 20 years, Capitec has been providing simple and affordable banking services to millions of South Africans. As a truly customer-obsessed organization, they recognized the need to modernize their aging contact center infrastructure that was limiting their ability to innovate and deliver the customer experiences they wanted. Using […]

Enterprise Connect 2025- Your guide to AWS sessions on AI and CX innovation

Enterprise Connect 2025: Your guide to AWS sessions on AI and CX innovation

Enterprise Connect 2025 is around the corner, where attendees will explore the transformative intersection of AI and customer experience. From March 17-20 in Orlando, Florida, AWS leaders will be onsite, sharing insights on implementing AI strategically and delivering more meaningful customer experiences. Through keynotes, panel discussions, and interactive sessions, attendees will discover how organizations are […]

Automate agent onboarding with Amazon Connect using Okta

Automate agent onboarding with Amazon Connect using Okta

The efficiency of agent onboarding directly impacts the success of today’s contact centers. With frequent staffing changes driven by business needs, seasonal variations, and specialized skill requirements, organizations must streamline and secure their onboarding processes. By automating manual tasks such as provisioning and deprovisioning, organizations can significantly reduce errors, improve security, and accelerate the onboarding […]

Revolutionise CX in your contact centre through IVR modernisation

Revolutionise CX in your contact centre through IVR modernisation

About the authors Puneet Badlani is a Worldwide Senior Partner Solution Architect at Amazon Web Services (AWS) Jack Godfrey is a Sales Director at Connect, a UK-based AWS Partner Introduction As traditional resource-intensive interactive voice response (IVR) systems reach end of life, contact centre operators have an opportunity to transform the complex and often clunky […]