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.

  • Your Guide to Amazon Connect at re:Invent 2021

    Your Guide to Amazon Connect at re:Invent 2021

    Get the most out of your re:Invent 2021 experience, in-person or virtual. If you are looking to learn the basics, get hands on, or just need a refresher, Amazon Connect has a variety of free sessions.

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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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  • New for Amazon Connect: Voice ID, Wisdom, and Outbound Communications

    New for Amazon Connect: Voice ID, Wisdom, and Outbound Communications

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  • Innovate and Personalize Customer Experiences in Your Contact Center

    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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  • 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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  • 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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  • 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.

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  • Optimize Customer Service Through Intelligence

    Optimize Customer Service Through Intelligence

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

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  • Get More Out of Your Contact Center with Amazon Connect

    Get More Out of Your Contact Center with Amazon Connect

    This Frost & Sullivan Contact Center Buyers Guide explores the North American contact center market and provides an in-depth look at how you can accelerate customer service innovation.

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  • Migration Best Practices26:35

    Migration Best Practices

    Moving to a cloud contact center solution can seem daunting. In this tech talk, AWS contact center migration experts share best practices to make the move to Amazon Connect.

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  • Get Started in Minutes with Amazon Connect38:01

    Get Started in Minutes with Amazon Connect

    Learn how to quickly configure Amazon Connect in your contact center.

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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.”

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  • Tech Talk: Why Contact Center Customers Choose Amazon WorkSpaces and Amazon AppStream 2.0

    Tech Talk: Why Contact Center Customers Choose Amazon WorkSpaces and Amazon AppStream 2.0

    This tech talk covers key business challenges that organizations face as they attempt to modernize their contact centers. Learn how AWS End User Computing services can address these challenges.

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  • Amazon Connect Helped Achieve 241% ROI with Cloud Solutions

    Amazon Connect Helped Achieve 241% ROI with Cloud Solutions

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  • DXC Technology: Transforming Service Desks and Improving Customer Experience

    DXC Technology: Transforming Service Desks and Improving Customer Experience

    "We are creating transformation roadmaps for our customers that will enable cost reduction and offer more value propositions using available AWS assets.”

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  • Quickly Implement QnABot with Amazon Connect44:12

    Quickly 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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  • Set up Remote Agents in Minutes

    Set 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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  • Capital One: Innovating Faster Using Amazon Connect

    Capital One: Innovating Faster Using Amazon Connect

    "The flexibility of Amazon Connect lets us add new features in weeks instead of the three to six months that our last solution required.”

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  • Getting the Most Out of Amazon Connect: Amazon Connect Tasks1:33:03

    Getting the Most Out of Amazon Connect: Amazon Connect Tasks

    This technical session deep-dives on how to implement Amazon Connect Tasks in order increase agent productivity through task automation.

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  • Getting the Most Out of Amazon Connect: Contact Lens for Amazon Connect1:23:44

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

    This technical session deep-dives on how to implement Contact Lens for Amazon Connect in order to deliver AI/ML real-time sentiment analysis to contact center supervisors and agents.

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