Overview
At Amazon, we strive to be the Earth’s most customer centric company and a big part of that is focusing on how we engage with our customers. We needed technology that could engage our customers in a personal, dynamic, and natural way across our contact centers and through mobile and email messaging, so we built it. Now marketers and customer service professionals can leverage this technology to create the best possible customer experience across the entire customer lifecycle.
Benefits
There is no infrastructure to deploy or manage, so you can scale your Amazon Customer Engagement services up or down globally.
Gain deeper customer understanding by leveraging built-in AWS AI services that automate natural conversations and real-time data for improved customer experiences.
Pay as you go, and pay only for what you use. There are no upfront fees, no time-consuming pricing negotiations, no fixed expenses, and no minimum charges.
AWS Customer Engagement services
- Cloud-based contact center
- Multichannel marketing & analytcs
- Cloud-based email sending and receiving service
Use cases
With targeting and analytics, you can send the right customer the right message at the right time. Aggregate, visualize, and customize trends on purchase and behavioral activity, engagement preferences, and more. Tailored audience segments and perform A/B test to determine the best possible experience.
Send and receive marketing, notification, and transactional emails in a reliable, cost-effective way, while maintaining a good reputation ensuring that your messages reach your customers' inboxes.
Send on-demand messages to specific recipients, whether an automated receipt or a requested password, directly from your mobile and web applications through SMS, push notification, and voice channels.
Have meaningful interactions with customers over voice and chat in the contact center. Easily design contact flows, manage agents, track performance metrics, leverage intelligent conversational bots to turn automated interactions into natural conversations, and capture caller sentiment in real-time, to surface insights, spot trends, and react to customer needs.
Case studies
Capitol One
Capitol One deployed Amazon Connect company-wide to support thousand of customers every day.
Rackspace
"If our legacy contact center center was a railroad, Amazon Connect is a rocket ship. It helps us go further, faster in serving customers and living up to our promises"
Kerry Bowley, Product Manager, Rackspace
Intuit
Intuit uses Amazon Connect to improve agent productivity, so they can focus on customers, not tools.
Coinbase
Coinbase uses Amazon Pinpoint amd Amazon SES to quickly and securely send millions of customer messages daily.
axialHealthcare
axialHealthcare chose Amazon Connect as their cost-effective and HIPAA-compliant customer solution.
