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Financial Services

Modernize the contact center and unlock exceptional experiences

Personalized experiences are critical if you want to drive growth and stay ahead of your financial services competition. To deliver it requires a modern, cloud-based contact center that can enhance omnichannel interaction, improve operational efficiency, and support innovative, AI-driven services.

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Customer satisfaction

According to Accenture, only 23% of consumers rate their main bank highly for the competency of personalized financial advice. [1]

[1]
A group of people networking and conversing at the AWS Financial Services Industry event in London 2025.

Why AWS

Financial services institutions are applying generative AI to fight rising financial crime, deliver hyper-personalized customer experiences, and democratize access to data to drive employee productivity.

Choose flexible, secure solutions and models to support a responsive, streamlined and secure contact center that delivers everything your customers want.

With leading generative AI foundation models, you can choose the specific capabilities you need for your contact center. Whether it’s hyper-personalized content generation, intelligent process automation, or advanced analytics, we provide the model options and integrations to do it.

Use our on-demand computing resources to accelerate innovation and build a competitive edge. Generative AI lets you analyze insights from structured and unstructured customer data, then process and act on it fast with AI-enabled automations that reduce manual input, errors and bottlenecks.

Trustly, Nomura, and NatWest Group are among the organizations working with AWS to transform their contact center operations with generative AI. Our secure, scalable cloud infrastructure and innovative services can create measurable improvements in experiences, productivity, and efficiency.

With robust security and compliance certifications tailored to the stringent standards of financial services, AWS can help you confidently protect valuable data and prevent fraud.

  • Simplify financial crime investigations by automating data analysis with generative AI

  • Empower teams to use large language models securely with our generative AI services

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How AWS can help

Innovate quickly and responsibly with AWS generative AI services.

Offer exceptional omnichannel experiences

Meet expectations in very interaction, by quickly provisioning resources and capabilities to any scale. Generative AI helps you to deliver hyper-personalization across channels, incorporating customer preference data and automatically generating tailored content.

Give your agents time to focus on what matters

With AWS you can automate service tasks and support staff with intelligent chatbots and virtual assistants, underpinned by generative AI. With customer data and simplified processes at their fingertips, contact center agents can make informed, contextual decisions to improve satisfaction.

Simplify your operations and maximize performance

Shift from CapEx to OpEx with cloud-based contact center solutions. See higher availability and lower overheads, with managed services that reduce the burden on your teams and simplify resourcing.

Security and privacy from day one

Easier to get started

Get the tools and services to proactively manage your cloud spending. Choose the right pricing models, services, and architectures to control contact center costs without compromising on performance.

  •  50% lower five-year cost of operations

  • 25% lower cost of infrastructure

  • 47% more efficient IT infrastructure teams

Contact Center optimization in action

Overhead view of a business team analyzing data with digital graphs and charts overlayed, working collaboratively with laptops and documents on a wooden desk.

Principal Financial

Principal Financial was able to transcribe and summarize over 1 million service calls, to analyze sentiment patterns and equip teams with updated scripts that mapped to common queries.

Read the case study »
A futuristic robot designed as a chatbot interacts with a person using a mobile device, set in a modern contact center environment with digital displays in the background. Represents the use of artificial intelligence and automation in customer service and support applications.

Bank of Montreal

Bank of Montreal developed a generative AI solution to derive better insights into their customer reviews and sentiment across different service channels.

Learn more »

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Frequently Asked Questions

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No, Connect provides the flexibility so customers who want to build, can do so, and customers who are looking for a single, seamless application, have the ability to deploy a Connect powered Contact Center with limited customizations. Furthermore, AI is at the core of Connect, and services like Amazon Q in Connect provide customers with the ability unlock the power of Bedrock to create a delight CX experience.

Amazon Connect understands that CX is more than just customer support. The ability to unify data silos to better proactively engage customers across the omni-channel is why have invested in services like Customer Profiles, where disparate data comes together to create a more effective way to engage, retain, and grow with your customers.
Amazon Connect works with hundreds of partners across the AWS partner network. Furthermore, the ease at which a partner or your vendor can integrate with Connect means that your investment and relationships are protected and we can work together to create a delightful customer experience.

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Ready to transform your contact center? Get in touch with our expert financial services team to explore our solutions and take the next step in your modernization journey.
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