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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Forrester Report: CCaaS Wave

AWS’s Amazon Connect recognized as a leader in The Forrester Wave: Contact Center As A Service, Q1 2023

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Simplifying the contact center experience in financial services with Amazon Connect

When customer trust is on the line, organizations in banking, insurance, and other financial services industries (FSI) need to deliver exceptional customer experiences.

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Customer Service Unplugged

Five actions you can take to scale emphatic customer service.

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Contact Center Day

The future of customer service.

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7 months ago

Unleashing Contact Center Transformation Innovation with Generative AI

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Automate and Personalize your Customer Experience with Machine Learning

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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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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Accurately Predict Customer Service Workloads

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

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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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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.”

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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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Amazon Connect: Introduction to the Administrative Interface

This course of the Amazon Connect curriculum is designed for supervisors and technical roles to get familiar with the administrative interface and how to view and publish reports and analytics.

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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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Boost Agent Productivity with a Single UI

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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Get Started with Amazon Connect

Quickly set up a cloud-based contact center using Amazon Connect. In this course, you will learn the technical details of provisioning, configuring, and managing Amazon Connect.

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Dive Deep into Amazon Connect Reporting and Metrics

Learn how to enable advanced reporting for an Amazon Connect contact center by processing and querying a collection of data sources with different record structures using a variety of AWS services.

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Watch AWS Contact Center Days On-Demand!

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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.

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Engage with Customers on Channels Convenient to Them

Amazon Connect is Changing Customer Expectations eBook

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

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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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What is Amazon Connect

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

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