Tag: Contact Center

Every day, Amazon Customer Service handles millions of customer contacts across Amazon and its subsidiaries, spanning multiple regions including North America, Europe, South Africa, and Asia Pacific. Managing contact flows at this scale across multiple Amazon Connect instances to accommodate Retail and Amazon subsidiaries required a scalable, programmatic approach. The team set out to maintain […]

Platform migrations are technical events with real customer experience consequences. With Amazon Pinpoint reaching end of support on October 30, 2026, teams managing millions of customer touchpoints face an architectural question: where do we go, and how do we bring everything we’ve built with us? The migration isn’t simple. Data has dependencies. Capabilities overlap in […]

Introduction When you publish a contact center schedule, you assume the people it affects will see it. In practice, that assumption creates operational risk. Agents miss shifts, arrive late to training sessions, or create unplanned coverage gaps because a schedule change was communicated through a bulk email or a channel post that never surfaced in […]

1. Introduction Amazon Connect supports voice/video and chat as separate channels, each with its own APIs. Using native or custom widgets, these channels operate independently. This works for most contact center scenarios. But what happens when a customer and an agent need more than just talking and seeing each other? For example, a customer calls […]

Introduction When organizations embark on a contact center transformation journey, technology gets much of the focus. At the same time, it’s the people who determine whether a migration succeeds or falls short. Your agents, supervisors, and support staff are the heartbeat of your contact center, and their readiness to embrace change is as critical as […]

Conversational AI is the digital concierge of modern customer experience. The ability to understand, process, and respond to human language naturally represents more than just opportunities for automation; it’s about combining the best of AI efficiency so humans can focus on the work that requires the most judgement and empathy. Amazon Connect recently announced innovations […]

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: The evolving landscape of customer experience Whether booking a flight, checking a bank balance, or chatting with a retail brand’s support bot, today’s customers expect every interaction to be fast, error-free, and available on demand, without hiccups. Even a single delay, defect, or outage can send them away in search of a competitor who […]

Contact center leaders continually seek enhanced visibility into their Amazon Connect costs to make informed operational decisions. Today, we’re introducing the Amazon Connect Cost Insight Dashboard, a powerful solution that transforms your raw billing data into actionable insights. This purpose-built tool provides comprehensive cost analysis capabilities specifically designed for contact center optimization, enabling you to […]

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 […]