AWS Contact Center
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Personalize agent assistance with Amazon Q in Connect
Imagine a world where every customer interaction is informed by a wealth of relevant data, where artificial intelligence (AI) knows your business, and where contact center agents are empowered to provide truly tailored service. As companies strive to deliver exceptional customer experiences, personalization has become a key differentiator. Customers expect tailored interactions that address their […]
Improve routing and self-service using Amazon Connect Customer Profiles and step-by-step guides
Contact centers leverage Interactive Voice Response (IVR) systems for call routing, self-service automation, and information retrieval. However, challenges often arise when customers need to access data from third-party systems and Customer Data Platforms (CDPs), as it often requires making API calls through custom code. This process can be complex, requiring technical expertise that is not […]
re:Invent 2024: Your guide to customer experience with Amazon Connect
AWS re:Invent 2024 is around the corner, and the Amazon Connect team is excited to welcome a global audience to Las Vegas December 2-6. Hear from AWS and your peers or roll up your sleeves for some hands-on learning in an exciting array of breakout sessions, chalk talks, builders’ sessions, and workshops. To learn how […]
Integrate your AI-powered IVR/IVA for seamless customer interactions with Amazon Connect
Introduction If your business has a contact center, you may be looking to leverage the power of generative artificial intelligence (AI) to enhance user experience and agent productivity. Features such as agent assist or intelligent bots have been gaining traction as a result of this push towards contact center AI-assisted modernization. Many of our customers […]
Frost Radar™ recognizes AWS as a 2024 Leader for Contact Center as a Service in APAC and EMEA
In the 2024 Frost Radar™ reports for the Asia-Pacific (APAC) and Europe, Middle East, and Africa (EMEA) regions, Amazon Web Services (AWS) is recognized as a leader in the contact center-as-a-service (CCaaS) market. The reports highlight the continuous innovation and growth of Amazon Connect in this space. Both reports highlight the cloud-native architecture, advanced capabilities, and […]
Building a more sustainable contact center with Amazon Connect
By using AWS’s efficient infrastructure, renewable energy, and optimizing resource utilization, organizations can significantly minimize their contact center operations’ carbon footprint.
Scale your contact center effectively with Amazon Connect and Service Quotas
Introduction As Amazon Connect workloads grow, customers require visibility into quotas to efficiently manage scaling and prevent failed deployments or service disruptions from exceeding limits. The Amazon Connect integration with Service Quotas results in improved management of service quotas for your Amazon Connect instance. Service Quotas serves as a hub for streamlined management and tracking […]
Standard Bank optimizes operational efficiency with Amazon Connect
Standard Bank is one of the largest banks in Africa, with over 50,000 employees serving more than 18 million customers across 20 countries. Founded in 1862, the bank has grown to be a leading financial services organization, providing personal and business banking, wealth management, advisory services, and more. Standard Bank’s contact center operations underpin its customer […]
A repeatable approach to building contact centers with Amazon Connect
Deploying an effective contact center solution can be complex, especially for enterprises with unique requirements. This blog post outlines a foundational process that includes standardized approaches to discovery, documentation, and development. By following this approach, businesses can establish a reliable, scalable contact center that meets their current needs, and can be easily maintained and enhanced […]
Elevating Amazon Connect digital enablement with learning plans and badges
In the fast-paced world of cloud innovation, staying ahead of the curve can be a challenge. At Amazon Connect, we’ve recognized the need to provide comprehensive and up-to-date training resources to our customers and partners. Since its launch in 2017, Amazon Connect has disrupted the contact center industry with as a secure, scalable, and feature-rich […]