Omnichannel Customer Experience

Easily delight customers in their channel of choice while saving them time and effort

Deliver natural, personalized experiences across voice and digital channels

Today's customers want instant, personalized, and effective resolutions to their problems, whether it's online, a call, text, chat, or voice-based or chat-based self-service. With Amazon Connect, you can provide omnichannel experiences and automated self-service options to enable faster, more delightful resolutions the first time while reducing customer and agent effort.

National Australia Bank delivers on their digital-first strategy with Amazon Connect (1:25)


Deliver convenient channels of choice
Create consistent and connected high-quality customer experiences across channels, including voice, chat, and Short Message Service (SMS).

Save customers time with 24/7 self-service
Delight customers by saving them time and effort with fast, flexible self-service options, while reducing agent contact volume.

Personalize interactions and customer journeys
Personalize each touchpoint, powered by multilingual conversational AI that understands customer intent and maintains context between channels.

Proactively engage your customers
Communicate proactively through outbound voice, SMS, and email campaigns to quickly reach your customers.

Meet your customers where they are

By using the Amazon Connect omnichannel and artificial intelligence and machine learning (AI/ML)–powered self-service capabilities, you can serve customers quickly and accurately in their channel of choice, building trust. Orchestrate individual conversations and fine-tune entire journeys based on your customers' unique needs.

Amazon Connect omnichannel features

High-quality voice and global telephony network  
Serve customers worldwide through the fully integrated global telephony network of Amazon Connect.

Amazon Connect outbound campaigns 
Proactively engage customers with high-volume ML-powered outbound voice and SMS campaigns.

Web/mobile chat and messaging 
Deliver digital chat experiences wherever your customer is.

Conversational IVR and natural language chatbots 
Delight customers with personalized, intelligent, conversational voice and chat self-service.

Omnichannel and skills-based routing 
Efficiently route customers to the right agents while maintaining context between channels.

Amazon Connect Voice ID 
Authenticate customers in real-time using ML-powered voice analysis.

Customer stories

Adobe migrated its global chat conversations to Amazon Connect

Learn how Adobe is pursuing a unified voice and omnichannel strategy that enables channel expansion, innovation, and ML-powered customer routing with Amazon Connect.

Watch the presentation »

CI Financial

CI Financial overhauls call center, gains data insights in minutes using AWS

CI Financial migrated to Amazon Connect to make IVR changes quickly and improve the customer experience.

Read the case study »

Discover how to better reach your customers

Contact our experts to learn how you can delight customers in their channel of choice while saving them time and effort with Amazon Connect.