Amazon Connect

Simple to use, cloud-based contact center

Amazon Connect is a self-service, cloud-based contact center service that makes it easy for any business to deliver better customer service at lower cost. Amazon Connect is based on the same contact center technology used by Amazon customer service associates around the world to power millions of customer conversations. The self-service graphical interface in Amazon Connect makes it easy for non-technical users to design contact flows, manage agents, and track performance metrics – no specialized skills required. There are no up-front payments or long-term commitments and no infrastructure to manage with Amazon Connect; customers pay by the minute for Amazon Connect usage plus any associated telephony services.

What is Amazon Connect?

Benefits

Easy to Set Up and Manage

Setting up Amazon Connect is easy. With only a few clicks in the AWS Management Console, agents can begin taking calls within minutes. The drag and drop Contact Flow Editor allows you to create contact flows that define effective and efficient customer interactions without any coding.

Scalable and Elastic

There is no infrastructure to deploy or manage, so you can scale your Amazon Connect contact center up or down, onboarding up to tens of thousands of agents in response to business cycles and paying only for the time callers are interacting with Amazon Connect plus any associated telephony charges.

Reliable

Amazon Connect runs on Amazon Web Services proven infrastructure operating 66 Availability Zones within 21 geographic regions around the world. This makes Amazon Connect more highly available, fault tolerant and scalable than would be possible if a contact center solution was run from a single data center.

pay as you go

As an on-demand service, you pay for Amazon Connect usage by the minute with no long-term commitments or upfront charges. There is no minimum monthly fee. You are charged based on the number of minutes you use Amazon Connect to engage with your end customers, at the specified per minute rate. Pricing is not based on capacity, agent seats, or maintenance.

AI-Enabled

You can use AWS AI services with Amazon Connect to help your organization operate more efficiently and improve the customer experience. Integrate Amazon Lex intelligent conversational bots into contact flows to turn automated interactions into natural conversations. Use the AI Powered Speech Analytics for Amazon Connect solution to transcribe calls and show caller sentiment in realtime, and then mine you customer engagement data to surface insights and spot trends.

Open Platform

Amazon Connect is an open platform so it is easy to integrate with other systems such as customer relationship management (CRM) solutions or the AWS platform. For example, you can use AWS Lambda to run code for a serverless application or backend service to build contact flow experiences that adapt to your customer needs in real time. And Amazon S3 can be used to store call recordings, where you can control access and lifecycle of the data.

Customers

"The flexibility of Amazon Connect lets us add new features in weeks instead of the three to six months that our last solution required.”

Rajiv SondhiVice President for Software Engineering and Digital Technologies, Capital One

Read the case study »

“We’re improving agent productivity and allowing the agents to focus on customers, not their tools, to provide the best possible customer experience."

Loren Lacy, Group Product Manager, Customer Experience Technology – Intuit

Watch the video »

“Amazon Connect’s cost effective, consumption-based, and HIPAA-compliant solution was a natural fit for us.”

Joe Degati, CIO - axialHealthcare

Read the case study »

To learn more, see Amazon Connect customers.  

Blog posts & articles

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Niranjan Hira and Yasser El-Haggan
18 March 2019
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Bamba Diouf
23 February 23, 2019

Visit the Contact Center Blog to learn about unique use cases, best practices, technical deep dives, and new feature launches.

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