Omnichannel Customer Experience
Support customers on any channel and resolve issues in one continuous conversation
Why omnichannel customer experience matters
Omnichannel customer experience means supporting customers across voice and digital channels as one unified interaction. When a customer switches channels, their full context travels with them - no repeating, no starting over. Every agent, human or AI, sees the complete picture regardless of where the conversation began.
Connected conversations that never start over
Whether customers reach you by voice or any digital channel - they never have to re-explain who they are, what they need, or where they left off. With Amazon Connect Customer, AI agents resolve issues end-to-end and bring in human agents when needed. With patented Live Sync (preview), customers follow along on-screen in real time as an AI agent guides them. No repeated explanations, ever.
Benefits of omnichannel customer experience
Meet customers wherever they are at
Support voice, email, chat, SMS, in-app, web, video calling, WhatsApp Business, and Apple Messages for Business from one place. Shared routing, context, and analytics are all built in.
Design once, optimize everywhere
Build AI experiences once and deploy across every channel. Agentic CX designer (preview) gives business users a no-code visual canvas to design conversational experiences and go live in weeks - not months. Continuous improvements, no downtime, and no engineering handoffs.
Resolve faster with intelligent self-service
AI agents resolve issues end-to-end across any channel. Live Sync (preview) adds a visual layer - customers see each step on-screen as the AI guides them.
Proactively engage customers at scale
Launch personalized outbound campaigns via voice, SMS, and email—timed to the moments that matter.
Customer stories
Adobe pursues an omnichannel strategy with Amazon Connect Customer
Learn how Adobe is pursuing a unified voice and omnichannel strategy that enables channel expansion, innovation, and AI-powered customer routing.
CI Financial cuts IVR duration by 33% with Amazon Connect Customer
CI Financial unified customer experiences across sales, service, operations, and IT - achieving 30% faster queue times and adapting self-service flows in minutes instead of weeks.