re:Invent your contact center with Amazon Connect
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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Watch On-DemandOn-demand recordings and resources now available!
Explore contact center best practices and hear stories from leading experts in customer service, customer experience, and contact center technology.
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Read eBook
Amazon Connect is Changing Customer Expectations eBook
Contact centers are evolving to drive exceptional customer and agent experiences.
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Read Article2022 Gartner Magic Quadrant for Contact Center as a Service
Dive deep and read about the Gartner recognition of AWS as a Visionary in the Magic Quadrant for CCaaS. Download the Magic Quadrant report.
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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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Automate and Personalize your Customer Experience with Machine Learning
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Register for one of our upcoming Contact Center Workshops and Events.
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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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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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Read ArticleAccurately Predict Customer Service Workloads
Getting Started with ML-powered Amazon Connect forecasting, capacity planning, and scheduling
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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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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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Boost Agent Productivity with a Single UI
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Questions about Amazon Connect?
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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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Read eBook
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.
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4:54Watch VideoRing 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.
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Engage with Customers on Channels Convenient to Them
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Watch AWS Contact Center Days On-Demand!
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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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44:12Watch VideoQuickly Implement QnABot with Amazon Connect
Convenience is becoming a priority to customers. With Amazon Connect, you can quickly automate your IVR by deploying a QnABot to provide faster, self-serve support.
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Read ArticleIntuit Improves Customer Experience with Amazon Connect, AI-Powered Omnichannel Contact Center
“Using Amazon Connect, we can support our business with a single contact center that offers a single pane of glass for visibility across all our agents."
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Read ReportA Case for the Omnichannel CCaaS Offering - Omdia Report
Analyst firm Omdia provides a POV on the evolution of Amazon Connect. This report covers differentiators that are enabling “organizations to think differently about contact center technologies.”
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Read ArticleSet up Remote Agents in Minutes
As an omnichannel cloud contact center solution, Amazon Connect enables your agents to work from home without requiring any additional configuration.
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Read eBook
Innovate and Personalize Customer Experiences in Your Contact Center
Discover what you need to evaluate your contact center so that you can deliver personalized, enhanced experiences at every touchpoint - and which solutions can help achieve better business outcomes.
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Read Article
Wall Street Journal: Reinventing the Contact Center
Amazon Connect is helping more organizations improve their customer experience.
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