Virtual Contact Center

Easy to use, scalable cloud contact center for remote agents

Are you looking for a flexible and secure way for your contact center agents provide quality customer service from anywhere? Historically agents were required to be physically in the contact center office tethered to a phone at their desk, but today thousands of customers are using Amazon Connect, a cloud-based contact center solution to enable virtual contact centers and address their unique needs.

Get agents up and running quickly

Amazon Connect is so simple to set-up and use, with only a few clicks you can set up a virtual contact center in minutes. Remote agents can be trained in less than 20 minutes, all they need is an internet connection and a headset to provide the best possible customer service.

Scale without up-front investment

Scale from 10 to tens of thousands of agents and pay only for the time they spend interacting with customers. There are no minimum monthly fees, long-term commitments, upfront license charges, and pricing is not based on peak capacity, agent seats, or maintenance.

Amazon Connect is AI-enabled by default, allowing remote agents and supervisors to automate interactions, understand customer sentiment, and improve customer service.

Give your customers more choices

When handling large call volumes you can enable customers to interact with your agents using voice, chat, or automated chatbot to streamline customer service routing and achieve fast, efficient resolutions.

Customer Stories

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“In response to the COVID-19 outbreak, the Rhode Island Department of Information Technology designed, configured and implemented Amazon Connect in just 10 days. On the first day, nearly 75,000 Rhode Island residents were able to successfully file unemployment insurance claims.”

Scott Jensen, Director – DLT Rhode

Read the case study »

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"We successfully had all our agents remote within 1 week, reduced costs by more than 40%, and eliminated 96% of pre-recorded prompts across 11 different languages. Without Amazon Connect, who knows if we would have been able to keep our agents online.”

Steven Walmsley, IT Architect – Best Western

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“Though Johns Creek city hall had to physically close its doors, residents could still access the contact center, now automated to be 24/7. This took all of five minutes with Amazon Connect.”

Nick O’Day, Chief Data Officer – City of Johns Creek

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Equip remote agents with supplies

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Do your remote agents have the right home office supplies to support customers? With Amazon Business, you can find the supplies agents need to provide great customer service from anywhere. You can easily create a curated list of the most requested supplies like headsets, monitors, keyboards, chairs, and desks. Once you create a list, your agents select which of the approved supplies they want and we ship directly to their homes.

Learn more about Amazon Business Remote Agent Office Supplies » 

Need help?

AWS Partner Network

Amazon Connect Service Delivery Partners are AWS Consulting Partners who help companies migrate their contact centers to Amazon Connect. AWS partners offer a wide range of migration services and use proven best practices and resources, to provide migration support that reduces the time and barriers of moving your contact center to the cloud.

Find a partner here »

Partner Highlight

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The Cyara Accelerator for Amazon Connect accelerates migrations, reduces risk, and assures high-quality customer experiences with capabilities that span IVR discovery, automated testing, and monitoring. Cyara simulates real customer interactions and engages with your systems, just as a customer would. This enables us to assure your systems are performing as designed. Learn more on the AWS Marketplace »

Expert help for Amazon Connect powered by AWS IQ

AWS IQ connects you to AWS certified experts for hands on work. Select an offer, connect with the expert to customize the details, finalize the price, and securely grant access to your AWS environment. Pay directly through AWS, only after work is completed and you are satisfied.

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