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, in their preferred channel. Whether it's over channels like voice, web and mobile chat, or via voice, SMS, and email outbound campaigns, you can create, deliver, and tailor seamless experiences that improve customer satisfaction.

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


Improve customer satisfaction across channels
Create consistent and connected high-quality customer experiences across channels, including voice, chat, and Short Message Service (SMS).

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
Communicate proactively via outbound voice, SMS, email campaigns, and push notifications to quickly reach your customers.

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

Amazon Connect outbound campaigns 
Proactively engage customers with high volume ML-powered outbound campaigns.

Web/mobile chat and messaging 
Deliver digital chat experiences wherever your customer is.

Conversational IVR and natural language 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.

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

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.