Omnichannel Customer Experience
Support customers on any channel and resolve issues in one continuous conversation
Why omnichannel customer experience matters
Omnichannel customer experience means supporting customers across voice and digital channels as one unified interaction, where each touchpoint is personalized to that moment and that customer. Every agent, human or AI, sees the complete picture regardless of where the conversation began. With patented Live Sync, customers can follow along visually in real time as an AI agent guides them - forms, options, and confirmations appear on screen as the conversation unfolds.
Conversations that never start over
Whether customers reach you by voice or any digital channel - they never have to re-explain who they are, what they need, or where they left off. With Amazon Connect Customer, AI agents resolve issues end-to-end and bring in human agents when needed. No re-explaining. No starting over.
Benefits of reaching your customers on any channel
Meet customers where they are
Support voice, email, chat, SMS, video, WhatsApp for Business, Apple Messages for Business, web and in-app - without stitching together point solutions. Context carries across every channel, so customers never repeat themselves. And your team sees everything in one place.
Design once, optimize everywhere
Build AI experiences once and deploy across every channel. Agentic CX designer gives you a no-code visual canvas to design, test, and go live in weeks, not months. Combine rule-based and agentic steps in one flow, so you control what's fixed and what AI adapts.
Resolve faster with intelligent self-service
Customers explain things in their own words, change direction mid-sentence, or interrupt, and the conversation stays on track. AI agents can resolve issues end-to-end, with no menus and no transfers, so customers can get what they need in one conversation, on any channel.
Proactively engage customers at scale
An abandoned cart, a payment about to fail, a flight delay rolling in. Detect these signals and trigger personalized outreach across voice, SMS, and email before frustration ever sets in.
Customer stories
Amadeus simplifies global, 24/7 customer support with Amazon Connect
Amadeus replaced separated tools and systems with a single Amazon Connect platform to support millions of traveler interactions across airlines, airports, distribution, and hospitality — bringing flexibility, scalability, and reliability to its customer service organization.
CI Financial cuts IVR duration by 33% with Amazon Connect Customer
CI Financial unified customer experiences across sales, service, operations, and IT - achieving 30% faster queue times and adapting self-service flows in minutes instead of weeks.
Key features to meet customers on any channel
Explore partner offerings
Whether you're migrating, deploying AI agents, or scaling self-service, explore validated AWS Partners who can help deliver these outcomes with confidence.