Omnichannel Customer Experience

Delight customers by resolving their issues quickly across the channels they prefer

Deliver personalized and proactive automated and agent-assisted experiences

Built from the ground up as a unified omnichannel solution, Amazon Connect empowers you to deliver personalized, efficient, and proactive experiences across the channels customers prefer. Artificial intelligence (AI)-powered chatbots help you deliver natural and intuitive self-service experiences in multiple languages that save customers time and effort. You can ensure customer issues are quickly resolved, and if multiple contacts are needed, seamlessly maintain context as customer needs change. Amazon Connect also helps you proactively engage customers at scale with relevant information, like appointment reminders and marketing promotions. Create, deliver, and tailor seamless experiences that delight customers, whether it’s over the phone, in-app and web calling, video, chat, Short Message Service (SMS), or third-party messaging.

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


Improve customer satisfaction across channels
Create consistent high-quality customer experiences across calls, in-app and web calling, video, chat, SMS, and third-party messaging.

Save customers time with personalized automation
Delight customers by saving them time and effort with natural, personalized AI-powered self-service options.

Proactively engage customers at scale
Quickly reach customers via personalized outbound calls, SMS, and email campaigns.

Continuously improve the customer journey while reducing costs
Use the same business logic and routing rules to easily innovate and fine-tune the customer experience across channels.

Meet your customers in the channels they prefer

Create, deliver, and tailor seamless, personalized, and proactive customer experiences across channels.

Omnichannel features

High-quality voice and global telephony network  
Fully-managed and scalable global telephony that delivers secure and reliable communication for your customers.

In-app, web, and video calling
Embed web and video calling capabilties in websites and mobile applications.

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

Improve customer satisfaction and agent productivity with seamless messaging experiences across chat, SMS, and third-party messaging.

Conversational IVR and chatbots 
Delight customers with natural, personalized 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.

Amazon Connect Tasks 
Priortize, track, manage, and automate agent tasks.

Customer stories

Adobe pursues an omnichannel strategy with 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 preferred channel while saving them time and effort with Amazon Connect.