Omnichannel Customer Experience

Delight customers by resolving their issues quickly across the channels they prefer
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Deliver personalized and proactive experiences

Deliver personalized, efficient and proactive experiences across your customers’ preferred channels while cutting costs and boosting satisfaction with Amazon Connect. Artificial intelligence (AI)-powered chatbots help you deliver natural and intuitive self-service experiences in multiple languages, saving 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, such as appointment reminders, product recommendations, and marketing promotions. Create, deliver, and tailor seamless experiences that delight customers across multiple communication channels, fostering loyalty and driving business growth.

Benefits

Create consistent high-quality customer experiences across voice, email, chat, SMS, in-app, web and video calling, and other third-party messaging services such as WhatsApp Business messaging and Apple Messages for Business.
Delight customers with AI-powered self-service that offers natural, tailored interactions and seamless transition to human agents when needed.
Quickly reach customers via personalized outbound calls, SMS, and email campaigns.
Use the same business logic and routing rules to easily innovate and fine-tune the customer 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

Customers stories

  • Adobe

    Adobe pursues an omnichannel strategy with 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