AWS Contact Center

AWS recognized as a Leader in 2024 Gartner Magic Quadrant for Contact Center as a Service with Amazon Connect

AWS recognized as a Leader in 2024 Gartner Magic Quadrant for Contact Center as a Service with Amazon Connect

Gartner, a company that delivers actionable, objective insight to executives and their teams, has published the 2024 Gartner Magic Quadrant for Contact Center as a Service (CCaaS). Amazon Web Services (AWS) was named a Leader for the second year in a row, and we believe this is a testament to the innovation of Amazon Connect, our […]

Rhythm Energy harmonizes customer experience with Amazon Connect

Rhythm Energy harmonizes customer experience with Amazon Connect

Rhythm Energy is a retail electricity provider based in Houston, Texas. Founded in 2020 with a mission to provide transparent and competitive renewable energy plans, Rhythm Energy values a cultural mindset that centers the customer experience in every facet of its operations. By creating a true partnership with end customers through engagement and education, Rhythm […]

Unlock organization-wide auditing ability for Amazon Connect flow changes

Maintaining a comprehensive audit trail and centralized visibility into contact center operations is crucial for security, compliance, and operational best practices. In our previous blog post, “Investigate Amazon Connect API activity across your organization using AWS CloudTrail and Amazon Athena“, we explored how customers can leverage AWS CloudTrail and Amazon Athena to gain visibility and […]

Make your Amazon Connect chat experience more engaging with custom participants and generative AI-powered chatbots

Make your Amazon Connect chat experience more engaging with custom participants and generative AI-powered chatbots

Today’s customers demand more than just quick answers. They want interactions that feel natural, intuitive, and tailored to their individual preferences. Generative artificial intelligence (AI) offers the potential to transform customer service by empowering agents with intelligent tools that can understand complex queries, generate human-like responses, and even anticipate future customer needs. Customers have invested […]

Personalize agent assistance with Amazon Q in Connect

Personalize agent assistance with Amazon Q in Connect

Imagine a world where every customer interaction is informed by a wealth of relevant data, where artificial intelligence (AI) knows your business, and where contact center agents are empowered to provide truly tailored service. As companies strive to deliver exceptional customer experiences, personalization has become a key differentiator. Customers expect tailored interactions that address their […]

Improve routing and self-service using Amazon Connect Customer Profiles and step-by-step guides

Improve routing and self-service using Amazon Connect Customer Profiles and step-by-step guides

Contact centers leverage Interactive Voice Response (IVR) systems for call routing, self-service automation, and information retrieval. However, challenges often arise when customers need to access data from third-party systems and Customer Data Platforms (CDPs), as it often requires making API calls through custom code. This process can be complex, requiring technical expertise that is not […]

re:Invent 2024: Your guide to customer experience with Amazon Connect

re:Invent 2024: Your guide to customer experience with Amazon Connect

AWS re:Invent 2024 is around the corner, and the Amazon Connect team is excited to welcome a global audience to Las Vegas December 2-6. Hear from AWS and your peers or roll up your sleeves for some hands-on learning in an exciting array of breakout sessions, chalk talks, builders’ sessions, and workshops. To learn how […]

Integrate your AI-powered IVR-IVA for seamless customer interactions with Amazon Connect

Integrate your AI-powered IVR/IVA for seamless customer interactions with Amazon Connect

Introduction If your business has a contact center, you may be looking to leverage the power of generative artificial intelligence (AI) to enhance user experience and agent productivity. Features such as agent assist or intelligent bots have been gaining traction as a result of this push towards contact center AI-assisted modernization. Many of our customers […]

Frost Radar™ recognizes AWS as a 2024 Leader for Contact Center as a Service in APAC and EMEA

Frost Radar™ recognizes AWS as a 2024 Leader for Contact Center as a Service in APAC and EMEA

In the 2024 Frost Radar™ reports for the Asia-Pacific (APAC) and Europe, Middle East, and Africa (EMEA) regions, Amazon Web Services (AWS) is recognized as a leader in the contact center-as-a-service (CCaaS) market. The reports highlight the continuous innovation and growth of Amazon Connect in this space. Both reports highlight the cloud-native architecture, advanced capabilities, and […]