Contact Center

Contact center and customer service professionals are keeping up with customer demand and expectations by accelerating the rate of innovation with automation, personalization, and unique customer experiences. Explore these resources to learn about how the contact center space is evolving, explore new technology practices, and uncover best practices learned from Amazon Connect customers.

  • Accurately Predict Customer Service Workloads

    Accurately Predict Customer Service Workloads

    Getting Started with ML-powered Amazon Connect forecasting, capacity planning, and scheduling

    Read Article
  • re:Invent in 10 minutes

    section
  • re:Invent in 10: Creating ‘The Art of the Possible’ Customer Service on Every Channel3:21

    re:Invent in 10: Creating ‘The Art of the Possible’ Customer Service on Every Channel

    More and more, end-customers are using mobile devices to resolve their issues with customer service. Learn how to enable easily new channels like chat and self-service with Amazon Connect.

    Watch Video
  • re:Invent in 10: Innovating Your Contact Center with Machine Learning3:47

    re:Invent in 10: Innovating Your Contact Center with Machine Learning

    Discover why Gartner predicts that 45% of manual tasks will be replaced by Machine Learning automation, and how you can automate and personalize your contact center with Amazon Connect.

    Watch Video
  • re:Invent in 10: Empowering Agents to Deliver Great Customer Experiences4:15

    re:Invent in 10: Empowering Agents to Deliver Great Customer Experiences

    Contact center agents need customer insights, connected systems, and organized tasks to have seamless interactions. Learn how to deliver all of it for your agents in a single desktop experience.

    Watch Video
  • Automate and Personalize your Customer Experience with Machine Learning

    section
  • What is Amazon Connect2:01

    What is Amazon Connect

    Amazon Connect, the omnichannel cloud contact center, turns your call center into an innovative customer experience.

    Watch Video
  • Machine Learning Powered Contact Centers with Amazon Connect0:56

    Machine Learning Powered Contact Centers with Amazon Connect

    With Amazon Connect Voice ID, Wisdom, and with high-volume outbound communications, agents have all of the data they need that by the time they greet their customers they already know how to help.

    Watch Video
  • Getting the Most out of Amazon Connect: Amazon Connect Voice ID1:46:55

    Getting the Most out of Amazon Connect: Amazon Connect Voice ID

    This technical session, led by the Amazon Connect Solutions Architect team, deep-dives on how to implement Amazon Connect Voice ID in order to analyze speech attributes to create a digital voiceprint.

    Watch Video
  • Optimize Customer Service Through Intelligence

    Optimize Customer Service Through Intelligence

    It's time to leave behind the challenges of legacy contact centers.

    Read eBook
  • Register for one of our upcoming Contact Center Workshops and Events.

    Learn More
  • Wall Street Journal: Taking customer experience to the next level with AI

    Wall Street Journal: Taking customer experience to the next level with AI

    Explore real world examples of Artificial Intelligence (AI) and Machine Learning (ML) in Amazon Connect contact centers.

    Read Article
  • Automatic Chatbot Designer4:06

    Automatic Chatbot Designer

    In the Database, Analytics, and Machine Learning keynote at re:Invent, AWS announced the Amazon Lex automated chat bot designer, a new feature that simplifies the chatbot training and design process.

    Watch Video
  • How Affirm is Reinventing Their Customer Journey with Machine Learning8:58

    How Affirm is Reinventing Their Customer Journey with Machine Learning

    In this breakout session, Laurence Duggan a Product Manager at Affirm, the financial-wellness technology company, shared their new customer journey that’s rooted in Machine Learning.

    Watch Video
  • Boost Agent Productivity with a Single UI

    section
  • Getting the Most out of Amazon Connect: Contact Lens for Amazon Connect1:26:22

    Getting the Most out of Amazon Connect: Contact Lens for Amazon Connect

    This technical session, led by the Amazon Connect Solutions Architect team, deep-dives on how to implement Contact Lens for Amazon Connect in order to deliver AI/ML real-time sentiment analysis

    Watch Video
  • How to Improve Your Agent Performance with Machine Learning3:48

    How to Improve Your Agent Performance with Machine Learning

    Uncover new ways machine learning is being used in every interaction including new tools for agents, customers, and supervisors.

    Watch Video
  • Questions about Amazon Connect?

    Get in touch
  • Priceline: Optimizing the Customer Experience During 3x Call Increase

    Priceline: Optimizing the Customer Experience During 3x Call Increase

    "Not once have we asked ourselves, ‘Can our contact center infrastructure handle this?’ We know that using Amazon Connect enables us to provide enhanced customer service.”

    Read Case Study
  • Introduction to Contact Lens for Amazon Connect3:05

    Introduction to Contact Lens for Amazon Connect

    Better understand the sentiment, trends, and compliance of customer conversations to effectively train agents, replicate successful interactions, and identify crucial company and product feedback.

    Watch Video
  • Machine Learning Powered Contact Center Agents2:20

    Machine Learning Powered Contact Center Agents

    With Amazon Connect, you can ease the frustrations of your customers and the burden of your agents by validating customer identity with just their voice and connecting agents to relevant information.

    Watch Video
  • Ring Customer Service is More Efficient and Intelligent with Amazon Connect4:54

    Ring Customer Service is More Efficient and Intelligent with Amazon Connect

    Ring, a home security and smart home company, uses Amazon Connect to provide contact center agents with all the information they need to provide faster and more personalized service.

    Watch Video
  • Engage with Customers on Channels Convenient to Them

    section
  • How Truist Evolved Their Contact Center Tools with Amazon Connect7:18

    How Truist Evolved Their Contact Center Tools with Amazon Connect

    In this re:Invent session, discover how Truist transformed their contact center to respond quicker to customer needs with Amazon Connect.

    Watch Video
  • Simplifying the Agent Experience with Amazon Connect9:08

    Simplifying the Agent Experience with Amazon Connect

    In this re:Invent session, learn how businesses must continuously innovate and adopt new processes to stay ahead of customer expectations.

    Watch Video
  • Empower Your Agents to Work Securely From Anywhere

    Empower Your Agents to Work Securely From Anywhere

    Give your contact center the agility it needs by freeing your agents to work securely from wherever they need to be.

    Read eBook
  • loading
    Loading More...