Demos

Introduction to Amazon Connect Chat | Amazon Web Services (5:23)
What are Amazon Connect Contact Flows? | Amazon Web Services (6:40)
Getting Started with Amazon Connect Tasks | Amazon Web Services (7:02)
How do I enable quick connects on Amazon Connect (3:58)
Getting Started with Amazon Connect | Amazon Web Services (5:56)
Agent Training for the Amazon Connect Contact Control Panel (CCP) (19:03)

Thought Leadership Blogs

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No blog posts have been found at this time. Please see the AWS Blog for other resources. 

Technical Resources Blogs

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No blog posts have been found at this time. Please see the AWS Blog for other resources. 

Visit the Contact Center Blog Channel to learn about unique use cases, best practices, technical how-to’s, and new launches.

Articles

WSJ: 3 Ways Great Customer Service Can Grow Your Business

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WSJ: How to Build Loyalty With Digital Native Customers

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WSJ: Personalize Customer Service With Machine Learning

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WSJ: Delivering Customer Service in a New Hybrid World

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WSJ: Cost Center to Innovation Center

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WSJ: Taking Customer Experience to the Next Level with AI

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WSJ: How the Pandemic Transformed Government Customer Service

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WSJ: Reinventing the Contact Center

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CX Today: CCaaS: How Proactive Outreach is Reimagining Customer Communication

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CX Today: CCaaS: Why Effective Case Management is Critical to Delivering Top Customer Service

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Webinars

No webinars have been found at this time. Please see the AWS Online Tech Talks On-Demand for other resources. 

Presentations

Improving CX with omnichannel contact center interactions (53:38)
Unlock continuous CX innovation with Amazon Connect (58:56)
Improve agent performance with ML-powered Amazon Connect (37:42)
Machine Learning Powered Contact Center Agents (2:20)
Introduction for Contact Lens for Amazon Connect (3:05)
Amazon Connect CTI adapter for Salesforce (10:53)
Accelerating CX innovation with Amazon Connect (22:31)
Customer contact week at home keynote (28:33)
Capital One contact centers innovate faster using Amazon Connect (3:22)

Whitepapers & eBooks

IDC: Meter-Centric to Customer-Centric: Madrileña Red de Gas' Cloud Transformation

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Nemertes PilotHouse Awards: Artificial intelligence platforms for customer engagement

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Frost & Sullivan Buyers Guide: Amazon Connect - delivering speed, intelligence and flexibility for an improved customer experience

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The Total Economic Impact (TEI) Of Amazon Connect

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4 evaluation essentials for personalizing and innovating your customer service

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Maximize contact center results with Amazon Connect, featuring Aberdeen Research

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AI in the contact center: Service leaders across the Fortune 1000 are paying attention

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Aberdeen Research: Integrate chat with your omnichannel programs to exceed customer expectations

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Contact center optimization for financial services

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Making Artificial Intelligence Work for Your Business

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CCW Digital: The Evolving State of Customer Service

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Analyst reports

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AWS re:Invent presentations

AWS re:Invent 2021 presentations

Unlock continuous CX innovation with Amazon Connect (58:56)
Improve agent performance with ML-powered Amazon Connect (37:42)
Deliver exceptional customer experiences with AWS Business Applications (47:36)
AWS On Air ft. Contact Lens Call Summarization (16:01)
ML-powered call summarization in Contact Lens for Amazon Connect (60:40)
Improving CX with omnichannel contact center interactions (53:38)

AWS re:Invent 2020 presentations

What's Next: Tasks
Connect and the future of Cloud contact centers
Solve customer issues quickly: Wisdom
What's next: Contact Lens and Wisdom
Personalized service with customer profiles
What's Next: Customer Profiles & Voice ID
Deploying social services
Voice ID session
Responsive customer service
Tasks Session
CL Real-time session

AWS re:Invent 2019 presentations

AWS re:Invent 2019: Amazon Connect: Omnichannel cloud contact centers w Intuit & Salesforce
AWS re:Invent 2019: Modern service desk with Amazon Connect and News Corp
AWS re:Invent 2019: The New York Times: Improving customer care with Amazon Connect
AWS re:Invent 2019: Contact Lens for Amazon Connect: new speech analytics powered by ML
AWS re:Invent 2019: Accolade speeds health answers to customers with Amazon Connect

AWS re:Invent 2018 presentations

GE Appliances Transforms the Modern Contact Center Using Machine Learning & Analytics
axialHealthcare & Rackspace: Customizing Your Amazon Connect Contact Center
Mutual of Omaha Implementation on Amazon Connect, Powered by Accenture
Hilton & Intuit: Moving Large Scale Contact Centers to Amazon Connect
Customer-Centric Contact Centers with Amazon Connect & Machine Learning
Liberty Mutual: Bring the Power of AI to Your Amazon Connect Contact Center
Globe Telecom Keynote @ AWS re:Invent 2018

AWS re:Invent 2017 presentations

Hear From Capital One and T-Mobile on How They are Using Amazon Connect
Learn How To Use AWS IoT and Amazon Connect to Drive Proactive Customer Service
Hear About Using Amazon Connect with Amazon Lex in Your Contact Center
Learn How Your Organization Can Benefit From Amazon Connect

Documentation

Administration Guide

Helps you get started using Amazon Connect. Describes an Amazon Connect virtual contact center and helps administrators add users, choose telephony options, manage data storage, and configure encryption settings.

HTML | PDF | GitHub

API Reference Guide

Describes the API operations for Amazon Connect.

HTML | PDF  


Post your questions and feedback to the Amazon Connect discussion forum. Use the RSS feeds and e-mail watches to stay in tune with Amazon Connect.  
 
 

SDKs

Simplify using Amazon Connect in your applications with an API tailored to your programming language or platform.

Receive answers to your Amazon Connect questions  

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