How leading brands deliver exceptional experiences
Featured customer stories
NatWest: One Call. One Conversation. No Transfers
With Amazon Connect Customer, NatWest reimagined their customer experience, building a system that identifies who's calling, surfaces their immediate need, and presents it all to an agent in seconds. The result: 96% first-minute contact, fewer transfers, and the ability to spot vulnerable customers before they fall through the cracks.
How United Way cut crisis call wait times from 11 minutes to under 2
After moving to Amazon Connect, United Way cut that wait time to under two minutes and now sees full completion of the calls they receive. For the people on the other end of the line, like a single mother calling for emergency shelter, it means reaching real help when it matters most, and knowing they're not alone.
Neovance: A missed dose can mean a missed life
Neovance works with pharmaceutical manufacturers to help patients access the medications they need. With Amazon Connect Customer, they've rebuilt that experience from the patient's perspective. Instead of navigating a complicated system, patients simply say who they are and what they need and the system meets them there. With AI agents now handling up to 25% of interactions, Neovance's pharmacists and care teams are freed up for the moments that truly matter.
How One NZ went from two system upgrades a year to 518
This is the story of how One NZ rebuilt their customer experience on Amazon Connect and turned two chances a year to get it right into 518. In New Zealand, business runs on trust: being heard, belonging, never being left waiting. See how One NZ built a system that lives up to it.
