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.

  • Join us for AWS Contact Center Days!

    Join us for AWS Contact Center Days!

    Explore contact center best practices; hear stories from leading experts in customer service, customer experience, and contact center technology; and learn how to leverage Amazon Connect.

    Register Now
  • Amazon Connect is Changing Customer Expectations eBook

    Amazon Connect is Changing Customer Expectations eBook

    Contact centers are evolving to drive exceptional customer and agent experiences.

    Read eBook
  • Achieve Customer Amazement

    Achieve Customer Amazement

    Read the 2022 Achieving Customer Amazement Report for the latest on customer preferences, habits, and wants to help you create an amazing customer experience.

    Read the research
  • Accurately Predict Customer Service Workloads

    Accurately Predict Customer Service Workloads

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

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  • Automate and Personalize your Customer Experience with Machine Learning

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  • Migration Best Practices and Resources Moving Your Contact Center to Amazon Connect26:35

    Migration Best Practices and Resources Moving Your Contact Center to Amazon Connect

    In this tech talk, you will learn best practices from AWS contact center migration experts to make the move to Amazon Connect.

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  • Unlocking Customer Experience Innovation

    Unlocking Customer Experience Innovation

    AI and ML help solve key contact center challenges by improving customer experience, increasing agent effectiveness, and reducing expenses.

    Read eBook
  • 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.

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  • 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.

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

    Learn More
  • Getting the Most out of Amazon Connect: Amazon Connect Wisdom1:27:43

    Getting the Most out of Amazon Connect: Amazon Connect Wisdom

    This technical session, led by the Amazon Connect Solutions Architect team, deep-dives on Amazon Connect Wisdom in order to deliver agents the information they need and reduce the time spent searching

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  • Boost Agent Productivity with a Single UI

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  • Getting the Most out of Amazon Connect: Amazon Connect Customer Profiles1:52:18

    Getting the Most out of Amazon Connect: Amazon Connect Customer Profiles

    This technical session, led by the Amazon Connect Solutions Architect team, deep-dives on how to implement Amazon Connect Customer Profiles in order to automatically bring together customer informatio

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  • 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.

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  • 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.

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  • 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.

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  • Questions about Amazon Connect?

    Get in touch
  • 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.

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  • 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

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  • Join us for AWS Contact Center Days!

    Register Now
  • A Case for the Omnichannel CCaaS Offering - Omdia Report

    A Case for the Omnichannel CCaaS Offering - Omdia Report

    Analyst firm Omdia provides a 3rd Party POV on the evolution of Amazon Connect in this report that covers differentiators including AI/ML features that are enabling organizations to think differently.

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  • Engage with Customers on Channels Convenient to Them

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  • 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.

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  • 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.

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  • 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.

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