AWS Contact Center

Your guide to Amazon Connect at re:Invent 2021

This year, re:Invent is in Las Vegas and Amazon Connect has a jam packed agenda! With new launches, leadership sessions, workshops, and an in-person customer reception, there will be something new to do for everyone! Keep reading for more information on how you can get the most out of your re:Invent 2021 experience, whether in-person or virtual.

What you need to know about re:Invent:

  • re:Invent is live in Las Vegas, or you can attend online to learn and build with us from November 29th to December 3rd, 2021. The latest updates and agenda can always be found on the re:Invent website.
  • Following the AWS executive keynotes and our Business Applications leadership session, AWS Business Applications has a full lineup of breakouts, in-person workshops, builder, and chalk talk sessions covering the latest on Amazon Connect, Amazon Chime SDK, Amazon Pinpoint, Amazon SES, and Amazon Honeycode.
  • Whether attending in-person or virtual, you are not going to want to miss Adam Selipsky’s Keynote on November 30th at 8:30am PST for some exciting announcements!

Whether you want to learn the basics, get hands on, or just need refresher, Amazon Connect has a variety of sessions that are free to attend with your conference pass. Follow our session guide below:

Level 200 – Leadership and breakout sessions
In the Business Applications leadership and Amazon Connect breakout sessions, reflect on your customer experience and dive into concepts that you can implement in your contact center to exceed customer expectations. For the latest event updates and times for all of our sessions, navigate to the session catalog and use the search bar to find ‘Amazon Connect’.

Leadership Session: Deliver exceptional customer experiences with AWS Business Applications | Diego Pantoja-Navajas (AWS)
Date: Tuesday, November 30th from 5:30-6:30PM PST
Delighting customers has never been more foundational to an organization’s success. AWS Business Applications provides over a dozen flexible, intelligent and easy to use services that can help, including solutions for the contact center, communication and collaboration, remote work, and no code applications. Join Diego Pantoja-Navajas, VP of New Products – Business Applications, as he details our latest service innovations, and learn how you can empower your workforce to deliver exceptional experiences for your customers.

Unlock continuous CX innovation with Amazon Connect | Pasquale DeMaio (AWS) and Allyson Boudousquie (AWS) with Ken Meyer (Truist)

Date: Wednesday, December 1st from 10:00-11:00AM PST
Businesses must continuously innovate and adopt new processes to stay ahead of expectations, or they face the risk of falling behind the needs of customers. In this session, you will learn how Amazon Connect, an easy to use cloud-based contact center, helps you increase customer satisfaction by delivering on-going, scalable customer experiences through continuous innovation. You’ll see demos of new Amazon Connect features and hear how customers have been able to leverage our cloud contact center solution to reimagine customer experience at scale.

Omnichannel contact center interactions to improve CX | Jen Walsh Fisher (AWS) and Mike Wallace (AWS) with Penina Kessler (New York Times)

Date: Thursday, December 2nd from 2:30-3:30PM PST
While customers expect natural and seamless conversations with their customer service team, delivering cohesive experiences can be challenging. Learn how Amazon Connect, an easy to use omnichannel cloud contact center, uses machine learning, automation, and inbound and outbound communication channels across voice and chat to improve business outcomes. You will also hear how customers have improved issues resolution while saving contact center costs

Improve agent performance with ML-powered Amazon Connect | Ryan Braastad (AWS) with Lauren Duggan (Affirm)
Date: Tuesday, November 30th from 12:30-1:30PM
Your agents are at the core of every contact center interaction. With hundreds to hundreds of thousands of questions coming in every day, empowering your agents is critical to improving customer satisfaction. In this session, learn how Amazon Connect, powered by machine learning (ML), can improve agent performance (with Contact Lens for Amazon Connect) and productivity (with Amazon Connect Voice ID and Amazon Connect Wisdom). Also, discover how to build your own easy-to-use cloud contact center in just a few clicks, without the need for any technical expertise.

Level 300 – Chalk Talks and Workshops
In Amazon Connect’s Chalk Talks and Workshops, take your learning hands-on to build with what you’ve learned so far. Partner with our AWS experts to solve real business challenges and architect new ways of using customer experience technology to solve customer challenges more efficiently. To view all of our sessions, navigate to the session catalog and use the search bar to find ‘Amazon Connect’.

Cloud contact center migration best practices | Naomi Hall (AWS)
Date: Tuesday, November 30th from 2:00-4:15PM PST
Every day, companies are migrating to the cloud to increase agility and scalability and to use new, innovative features. However, migrating to the cloud is not the same for all companies. On-premises contact centers can have complex architectures and challenging integrations to maintain across multiple vendor relationships. In this workshop, learn best practices from AWS migration experts who specialize in helping companies make the move to Amazon Connect. Learn how to uncover challenges, assess your migration readiness, define goals, and mobilize your move to Amazon Connect.

Unify inbound, outbound, & self-service experiences with Amazon Connect | Jeremy Puent (AWS) and Anjali Khambete (AWS)
Date: Wednesday, December 1st from 3:15-4:15PM PST
Customers expect consistent, personalized engagement, whether they are contacting you or you are contacting them. In this chalk talk, learn how to blend proactive outbound contact strategies and automation with your inbound contact center, improving issue resolutions and outcomes.

Omnichannel contact center approaches with Amazon Connect | Sayed Hassan (AWS) and Michael Wallace (AWS)
Date: Wednesday, December 1st from 4:45-5:45PM PST
Cloud and AI/ML have redefined what’s possible when building high-performing omnichannel contact centers. In this chalk talk, learn how Amazon Connect can help organizations build high-value, digital-first contact center experiences. Also, learn how other AWS services and AWS Partner integrations make it easier and faster than ever to service customers across the channels they choose.

Improve contact center insights and outcomes with ML | Bamba Diouf (AWS)
Date: Thursday, December 2nd from 11:30AM – 12:30PM PST
Companies are using ML to turn data into insights and automate actions that help personalize customer experiences and improve contact center outcomes. Join this builders’ session to learn how real-time Amazon Connect ML capabilities, such as Contact Lens for Amazon Connect and Amazon Connect Wisdom, can help contact centers get more out of customer and enterprise data.

Amazon Connect and End User Computing Customer Reception

Date: Tuesday, November 30th from 6:30-9PM PST
Location: Encore Hotel, Beethoven 2 room, Las Vegas, NV
After a fun day of re:Invent sessions, content, and workshops, take a break and join us for free hors d’oeuvres, carving stations, and an open bar. Network with AWS customers, leaders, and partners, and celebrate the progress we have all made in customer experience, contact center, and cloud communications.

To register for the reception, click here!

We look forward to seeing you there!