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