Category: Learning Levels

Introduction: The evolving landscape of customer experience Whether booking a flight, checking a bank balance, or chatting with a retail brand’s support bot, today’s customers expect every interaction to be fast, error-free, and available on demand, without hiccups. Even a single delay, defect, or outage can send them away in search of a competitor who […]

Overview Amazon Connect now offers multi-skill forecasting and scheduling for contact centers. This approach segments demand based on specialized agent skills instead of treating agents as interchangeable. Amazon Connect eliminates costly staffing imbalances while ensuring specialized agents handle high-value interactions. Manual scheduling overhead is thus reduced through AI-driven deployment based on real-time demand patterns. For […]

Organizations have long faced challenges in managing large contact center workforces. One key issue is maintaining data consistency between Customer Relationship Management (CRM) systems and reporting tools. Contact center supervisors face multiple pain points. These include manual data extraction, time-consuming Extract, Transform, and Load (ETL) developing and maintaining processes, and the need for frequent updates […]

In collaborative contact center environments, the ability for agents to connect directly with each other can significantly improve productivity and streamline problem resolution. Whether it’s transferring contextual information, requesting supervisor assistance, or collaborating across teams, agent-to-agent calling plays a crucial role in enhancing internal communication. Amazon Connect provides the flexibility to build such features using […]

Introduction Video calling capabilities in Amazon Connect enable organizations to provide face-to-face interactions between human agents and customers. However, organizations must be mindful of implementing this feature securely while ensuring proper authentication. In this blog post, we will demonstrate how you can easily and quickly set up secure video calling in Amazon Connect with end-user […]

Introduction Many contact centers today struggle with manual case management processes that delay resolution, increase operational costs, and risk cases falling through the cracks—especially in regulated industries like insurance, where strict SLAs and compliance requirements apply. Customers now expect timely updates, proactive communication, and seamless escalations across their service journey, but traditional tools often fail […]

Today’s customers like to interact with organizations through their preferred communication channels, such as voice calls, web chat, mobile apps, SMS or iMessage, and various social media platforms like Facebook and X. The channel of choice often depends on the customer’s current circumstances. For example, someone can initiate a voice call from the office and […]

Insurance companies face increasing challenges with fraudulent claims, costing the industry billions annually. The Forbes Insurance Fraud Statistics 2025 estimates annual losses of $308.6 billion to insurance fraud in the U.S. Traditional fraud detection in insurance relies heavily on analyzing claims after they’re submitted. This approach leads to claims processing delays, increased operational costs, poor […]

Mark your calendars for AWS re:Invent 2025! This December 1-5, as AWS brings together visionary leaders, technical innovators, and industry pioneers in Las Vegas, the Amazon Connect team is gearing up for an immersive exploration into the future of intelligent customer experiences. After a transformative year for AI, re:Invent 2025 is your opportunity to discover […]

Purpose Are you deploying communication solutions with Amazon Chime SDK but finding it challenging to track and optimize your spending? This blog is essential for developers, product managers, and finance teams who need clear visibility into their Amazon Chime SDK costs. Whether you’re building video conferencing applications, audio solutions, or messaging features, understanding how these […]