Amazon Connect Customer for Telecom Service Providers
Transform every customer interaction into positive experiences—across all channels, with AI solutions that empower your support teams to be more effective
Unlock Customer Loyalty and Revenue Growth with AI-Powered Customer Engagement
Amazon Connect gives telecom operators a single AI-powered solution to autonomously resolve customer issues, equip human agents with real-time context, and proactively protect revenue through personalized outreach, reducing cost-to-serve, improving first-contact resolution, and turning every customer interaction into an opportunity to strengthen loyalty and grow average revenue per user (ARPU).
From voice to chat to email, Amazon Connect empowers your teams with real-time, self-service AI capabilities - including AI agents that understand, reason, and take action - enhancing your team’s productivity while delivering effortless, personalized customer experiences across 30+ languages.
Streamline Customer Interactions with Fast, Accurate and Personalized Responses
Telecom contact centers are overwhelmed by repetitive billing, technical support, and outage inquiries. Amazon Connect agents dynamically navigate your knowledge base, billing systems, and network management tools while teaming with your human agents in a hybrid operation, resolving issues faster, reducing support workload, and improving first-contact resolution.
Keep customers engaged and reduce churn with personalized, proactive outreach campaigns and personalization triggered by churn signals and account indicators. Deliver tailored retention offers, upgrade recommendations, and service updates on each customer’s preferred channel, turning at-risk moments into loyalty-building interactions.
Network outages drive contact volume spikes that overwhelm traditional contact centers. Amazon Connect's built-in workforce management, forecasting, and capacity planning tools ensure the right number of human agents are available and scheduled at the right time. Easily scale up during outages to meet high levels of customer demand, with predefined workflows that reduce subscriber frustration.
Amazon Connect integrates seamlessly with your business and operations support systems (BSS/OSS), CRM tools, billing platforms, and network management systems. You can connect these systems with AI agents and the Amazon Connect Agent Workspace, empowering your support teams to get a holistic, up-to-date customer profile during every interaction, enabling accurate, context-aware resolutions that eliminate repeat contacts.
Purpose-Built for Telecom Needs
AI-powered self-service
Leverage AI agents to create helpful self-service options in a single application, while customizable virtual assistants across voice and digital channels can handle ambiguous and complex service delivery requests in 30+ languages. These Amazon Bedrock-powered AI agents reason across your systems to resolve issues end-to-end with minimal human intervention. Moreover, interactive voice response helps solve customer inquiries and improve customer service.
Agent workspace
Empower your human agents with the Amazon Connect Agent Workspace. The workspace includes all customer details, history, step-by-step guides, and AI-powered recommendations. Integrate third-party applications and internal systems to deliver even more value to your agents, to reduce call time, and increase customer satisfaction.
Outbound CX and campaigns
Launch targeted outbound campaigns that automatically update based on customer behavior, preferences, and segmentation signals. Deliver personalized retention offers, payment reminders, and service notifications across voice, SMS, and digital channels to protect ARPU and boost customer engagement.
Intelligent routing
Route customers based on account value, issue complexity, and available agent skillsets. Develop high-priority routes for high-priority customers to help make sure that their issues are resolved as quickly as possible, for the best possible experience. Match customers with appropriate team members, or managers, including matching by skill and account familiarity. Gain a competitive advantage with intelligent routing.
Learn How Retail Brands Are Using Amazon Connect
OneNZ
OneNZ (formerly Vodafone NZ), one of the leading digital services and connectivity companies in New Zealand, built an intent driven Contact Centre solution using Amazon Connect, supporting over a million calls a year and 2.4 million chats. Through Amazon Connect, OneNZ were able to achieve 35% better first-time resolution rates. Their solution delivered a fully automated CI/CD pipeline for a serverless contact centre that allows them to run experiments and adopt new capabilities at a pace previously impossible.“Across the board, a $2 million cost reduction, mostly driven from cost out of voice calls and a reduction in call wait times.”
Telstra
One pillar of Telstra’s T25 strategy is delivering exceptional customer experience you can count on. As part of this mission, Telstra has reimagined its customer contact experience, designing and implementing a new best-in-class, cloud-native contact platform. Built on Amazon Connect, the platform utilises powerful AI and machine learning capabilities to offer a flexible and personalised approach to customer engagement. Telstra has seen a 10% reduction in the average time to resolve enquiries and finds it 4x faster to answer and serve customers through the My Telstra app.
Virgin Media O2
Virgin Media O2, a UK telecommunications company with 6 million fixed-line customers and 40 million mobile connections, converges the service experience. The collaboration with AWS provided simplicity in integration and data management, enabling continuous customer conversations across all touchpoints. The company has seen improvements in customer satisfaction, reduced handoffs, and greater agent empowerment through better data provision. Virgin Media O2 is excited about upcoming AI and generative AI components for Connect, as well and encourages boldness in embracing new technology.
Telecom Use Cases
Omnichannel customer experience
Serve your customers with a familiar experience, tailored to their profile, across phone calls, web chat, text, and email. Deliver updates on specific cases, new products, or service interruptions in your customers’ preferred channels. Turn everyday interactions into opportunities to build customer loyalty and lifetime value.
Agent productivity and empowerment
Enhance human agent experience by providing them with a workspace that helps speed issue resolution, performs automatic tracking, and delivers the information they need, when they need it. Empower agents with task management, customer profiles, case management, and AI-assisted guidance. Reduce onboarding time and improve agent confidence across complex telecom scenarios.
Analytics, insights, and optimization
Analyze speech and conversations with near real-time customer feedback, through tools like Live Call Analytics with Agent Assist. Improve agent key performance indicators and enhance customer experience through increased visibility into agent effectiveness. Transcribe and analyze customer conversations with Post Call Analytics, using AI to extract intent, context, and sentiment, helping you spot emerging trends, pinpoint areas for improvement, and surface coaching opportunities for agents.
Unified customer data
Unify your customer account data and enrich it with other data points to truly understand your customers and the people behind them. Transform how you manage customer data with differentiated matching capabilities that go beyond traditional solutions, enabling you to unify customer information across your enterprise systems of record.
Telecom partners
Flexible Pricing that Scales with your Operations
Amazon Connect is a pay-as-you-go customer AI solution, with pricing based on usage instead of seats or capacity peaks. Amazon Connect pricing is per unit (minute, day, task, message) depending on your service selection. Browse plans to choose your Amazon Connect pricing model, including unlimited AI and various communication channels. Change in the future as your needs shift.
