Amazon Connect

Unleash AI to transform every customer interaction

Accelerate innovation at lower cost with Amazon Connect, an AI-native contact center from AWS

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Turn every customer touchpoint into a deeper relationship and better outcome

Benefits

Seamlessly enable AI across your entire contact center

In one click, enable native AI across all channels and every customer interaction without having to integrate, patch together, and manage different tools.

Continuously optimize your customer experience

Deep and holistic analytics on every interaction enables continuous optimization for agents, supervisors, and customers.

Stay on the cutting edge of AI innovation

Future-proof your contact center with access to continuous AI updates. Confidently move towards an agentic future as your business and technology evolves.

Use AI everywhere without cost-based compromises

With unlimited use of Amazon Connect AI capabilities, you can confidently deliver AI-enhanced customer experiences without tradeoffs for cost.

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Create a seamless omnichannel experience

Deliver personalized, efficient, and proactive experiences across the channels customers prefer. With AI-powered self-service, including Amazon Q in Connect, you can deliver natural, intuitive, multilingual experiences that improve efficiency and lower costs. Amazon Connect also helps you proactively engage customers at scale with relevant information, like appointment reminders, in their preferred channel.

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Increase agent productivity with generative AI

Empower contact center agents to deliver superior customer experiences from day one with a unified, generative AI-powered workspace that delivers a holistic view of the customer. With Amazon Q in Connect, a generative AI-powered assistant, agents receive real-time responses and recommended actions, including step-by-step guides, personalized to the end-customers’ needs. Amazon Connect also helps reduce your agents’ After Contact Work (ACW) with summaries that are generated within seconds after a contact ends.

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Measure, track, and improve performance

Unlock the full potential of your supervisors and managers with AI-powered analytics and optimization capabilities. View real-time insights and trends from customer interactions, automatically evaluate agent performance, and provide tailored agent coaching to continuously improve customer satisfaction. Workforce management capabilities allow you to forecast contact volume, assign the right number of agents, and make the best use of your agents to optimize contact center operations.

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