Tag: #contactcenter

Only about 5% of AI initiatives successfully ship to production at scale. At Amazon, we’ve learned firsthand what separates that 5% from the rest. In this post, we share a tactical playbook for moving your AI pilot into production while keeping your customer and agent experience completely intact. Many organizations excel at launching initial artificial […]

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 […]

Introduction The Amazon Connect Customer data lake gives contact centers a central, zero-extract, transform, and load (zero-ETL) location to query contact records, agent performance, conversational analytics, and other data types. However, enabling access requires navigating multiple AWS consoles to associate datasets, accept AWS Resource Access Manager resource shares, configure Lake Formation permissions, and create resource link tables using AWS […]

The integration of artificial intelligence in contact centers has revolutionized customer service, enabling faster response times, more consistent support, and enhanced agent productivity. However, with this transformation comes a critical responsibility: ensuring AI systems operate safely, ethically, and in compliance with regulatory requirements. Connect AI Agents Guardrails represents a significant advancement in responsible AI deployment […]

Introduction Modern contact centers face a persistent challenge: traditional callback systems force a tradeoff between customer convenience and agent efficiency. When agents are reserved for scheduled callbacks, they sit idle waiting, and when customers don’t answer, that capacity is simply wasted. Amazon Connect Customer now natively supports customer first callback architecture that eliminates this tradeoff. […]

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 […]

New no-code capabilities enable business teams to rapidly deliver sophisticated AI-powered customer experiences without engineering bottlenecks, combining the flexibility of agentic AI with the reliability enterprises demand.  NLX (nlx.ai) is joining Amazon Connect, accelerating the value customers get from Connect’s agentic AI solution. NLX brings sophisticated conversational AI capabilities, and through this acquisition, you can now deploy AI-powered customer experiences in Connect in weeks rather than months without sacrificing the control and reliability your […]

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 […]

Introduction Video calling capabilities in Amazon Connect enable organizations to provide face-to-face interactions between human agents and customers. However, organizations must be mindful of implementing this feature securely while ensuring proper authentication. In this blog post, we will demonstrate how you can easily and quickly set up secure video calling in Amazon Connect with end-user […]

Mark your calendars for AWS re:Invent 2025! This December 1-5, as AWS brings together visionary leaders, technical innovators, and industry pioneers in Las Vegas, the Amazon Connect team is gearing up for an immersive exploration into the future of intelligent customer experiences. After a transformative year for AI, re:Invent 2025 is your opportunity to discover […]