Omnichannel Customer Experience

Delight customers by resolving their issues quickly across the channels they prefer

Deliver personalized and proactive automated and agent-assisted experiences

Amazon Connect is a unified omnichannel solution built to empower personalized, efficient and proactive experiences across customers’ preferred channels. 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, whether it’s over the phone, through in-app and web calling, video, chat, Short Message Service (SMS), Apple Messages for Business or other third-party messaging services.

Deliver unified omnichannel customer experiences with Amazon Connect (00:54)


Create consistent high-quality customer experiences across calls, in-app and web calling, video, chat, SMS, and third-party messaging.
Delight customers by saving them time and effort with natural, personalized AI-powered self-service options.
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.

Customer stories

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 »

Discover how to better reach your customers

Contact our experts to learn how you can delight customers in their preferred channel while saving them time and effort with Amazon Connect.