Set up a cloud contact center in just a few clicks and onboard agents to help customers right away
Increase agent productivity with generative AI
Amazon Connect empowers contact center agents to deliver superior customer experiences from day one. With Amazon Q, a generative AI-powered assistant available in Amazon Connect, customer issues are automatically detected, and agents are provided contextual customer information and suggested responses and actions for faster resolution, all within the unified workspace. In addition, you can guide your agents to resolve customer issues quickly and accurately by automatically recommending appropriate actions to take with step-by-step guides.
Measure, track, and improve performance
Using AI-powered analytics and optimization capabilities, supervisors and managers can proactively detect and address issues with their customer experience (CX), agent performance, and contact center operations. Supervisors and managers gain instant access to real-time insights from customer interactions, easily identify agent coaching needs, forecast contact volume to optimize staffing, and make the best use of their agents to continuously improve customer satisfaction, reduce costs, and optimize contact center operations.
Create a seamless omnichannel experience
Amazon Connect empowers you to deliver personalized, efficient, and proactive experiences across the channels customers prefer. With AI-powered chatbots, you can deliver natural and intuitive self-service experiences in multiple languages that save customers time and effort. Amazon Connect also helps you proactively engage customers at scale with relevant information, like appointment reminders, in their preferred channel.