Amazon Connect, an AI-powered cloud contact center solution from AWS, enables companies of all sizes to deliver superior customer experiences at a lower cost. Customers across all industries have successfully migrated from on-premises, hosted managed service, and cloud-based Interactive Voice Response (IVR) solutions, while improving customer satisfaction, containment, intent accuracy, first call resolution, speed to innovate, and more.
Benefits
Flexible IVR migration options to fit your timeline and goals
Amazon Connect offers a variety of migration options for your timeline, unique needs, and business objectives. If your existing solution is going end-of-life, we offer paths to start quickly, migrate existing applications to get you like-for-like, and an opportunity to modernize at your pace.
Run new and legacy applications in parallel
For a quick start, establish familiarity with Amazon Connect IVR, telephony, and reporting by integrating with your existing IVR and speech solutions and scale up speech (ASR/NLU) applications over time. Amazon Connect enables you to test, learn, and grow contact center capabilities at your own pace through seamless integration with legacy environments.
Migrate existing IVR applications
Migrate your existing IVR and speech applications to Amazon Connect. Streamline the process of lifting and shifting your legacy voice applications with acceleration tools from AWS Partners and AWS Professional Services.
Modernize and optimize
Reimagine your IVR strategy with Amazon Connect. Drive operational efficiency and customer satisfaction by modernizing with AI/ML-powered IVR. Extend and enhance end-customer self-service experiences with powerful, customizable generative AI capabilities, while providing the right guardrails and granular controls for responsible deployment.
AWS Partners for IVR modernization
Our trusted IVR partners offer a variety of migration accelerators, making it easier to move existing IVR applications to Amazon Connect and rapidly built and optimize new experiences.
Optimize costs with AWS programs
2024 Leader in the Gartner Magic Quadrant for Contact Center as a Service
Customer stories
-
National Australia Bank
“Configuring and adjusting NAB’s legacy conversational Interactive Voice Response (IVR) was a time-consuming and inefficient exercise that always involved the vendor. Since migrating our IVR to Amazon Connect, NAB now independently runs reports identifying opportunities to improve the customer experience. We can now make changes in a timelier manner, providing constant iteration and innovation for our customers, while helping ensure all enquiries are directed to a self-service opportunity or the most appropriate banker. The IVR on NAB’s primary phone number receives around 18 million inbound calls per year. Today, thanks to the ability to continually improve our systems ourselves, 69% of those 18 million calls are directed to perform self-service transactions within the IVR, enabling 95% to be completed within channel.” - Mark Baylis, Executive Direct, National Australia Bank
-
TransUnion
“At TransUnion we understand that it’s critical for our customers to have secure, easy access to important information such as that contained in consumer credit reports and consumer credit disputes, which is why it’s critical that our contact center is equipped to handle these inquiries. However, our previous contact center solution was costly and inefficient. Customers were spending too much time navigating our IVR system before being routed to an agent. By contrast, our AWS Partner, VoiceFoundry, enabled TransUnion to seamlessly migrate all 750 of our agents to Amazon Connect. We gained immediate cost savings and efficiency – and never looked back. Amazon Connect’s flexibility allowed us to easily implement key features like callbacks, as well as AWS AI/ML services like Amazon Lex to automate our IVR. The change has drastically reduced the wait times in our contact center queue, decreased our transfer rate by 50%, and the time customers spend in our IVR went from 2 minutes to just 18 seconds. Amazon Connect has simplified our contact center operations and customer experience, helping us save over 40% in annual costs.” - Eric Jones, Vice President Consumer Operations - TransUnion
-
DoorDash
DoorDash is using a generative AI-powered voice bot in their Amazon Connect IVR to answer frequently asked questions, saving time by automating over 100k calls daily.
-
Priceline
Priceline optimizes their customer service during 3x call increase using Amazon Connect, removing the need for developers to implement day-to-day changes.
-
Air Canada
Air Canada transformed their contact centers with Amazon Connect, boosting customer satisfaction, reducing calls by 15%, and improving self-service experiences.