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.
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Register NowJoin 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.
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Read eBookAmazon Connect is Changing Customer Expectations eBook
Contact centers are evolving to drive exceptional customer and agent experiences.
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Read the research
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.
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Read ArticleAccurately 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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26:35Watch VideoMigration 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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Read eBook
Unlocking Customer Experience Innovation
AI and ML help solve key contact center challenges by improving customer experience, increasing agent effectiveness, and reducing expenses.
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2:01Watch VideoWhat is Amazon Connect
Amazon Connect, the omnichannel cloud contact center, turns your call center into an innovative customer experience.
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0:56Watch VideoMachine 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.
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1:27:43Watch VideoGetting 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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1:52:18Watch VideoGetting 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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1:46:55Watch VideoGetting 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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Read ArticleWall 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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4:06Watch VideoAutomatic 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?
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8:58Watch VideoHow 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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1:26:22Watch VideoGetting 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!
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Read ReportA 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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3:48Watch VideoHow 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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Read Case StudyPriceline: 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.”
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3:05Watch VideoIntroduction 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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2:20Watch VideoMachine 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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