Category: Announcements

Imagine a world where every customer interaction is informed by a wealth of relevant data, where artificial intelligence (AI) knows your business, and where contact center agents are empowered to provide truly tailored service. As companies strive to deliver exceptional customer experiences, personalization has become a key differentiator. Customers expect tailored interactions that address their […]

AWS re:Invent 2024 is around the corner, and the Amazon Connect team is excited to welcome a global audience to Las Vegas December 2-6. Hear from AWS and your peers or roll up your sleeves for some hands-on learning in an exciting array of breakout sessions, chalk talks, builders’ sessions, and workshops. To learn how […]

In the 2024 Frost Radar™ reports for the Asia-Pacific (APAC) and Europe, Middle East, and Africa (EMEA) regions, Amazon Web Services (AWS) is recognized as a leader in the contact center-as-a-service (CCaaS) market. The reports highlight the continuous innovation and growth of Amazon Connect in this space. Both reports highlight the cloud-native architecture, advanced capabilities, and […]

In the fast-paced world of cloud innovation, staying ahead of the curve can be a challenge. At Amazon Connect, we’ve recognized the need to provide comprehensive and up-to-date training resources to our customers and partners. Since its launch in 2017, Amazon Connect has disrupted the contact center industry with as a secure, scalable, and feature-rich […]

In today’s fast-paced business landscape, delivering exceptional customer experiences is paramount. Customers expect seamless, personalized support across every touch point, and businesses are constantly seeking new ways to meet these evolving demands. As an artificial intelligence (AI)-powered cloud contact center solution, Amazon Connect is helping organizations across industries leverage the latest advancements in technology to […]

The quote, “Not everything that matters can be measured, and not everything that can be measured matters,” highlights the challenge of selecting appropriate metrics and reports to gauge your success. This is especially true for contact centers. Success in contact centers requires analyzing standard metrics like average hold time (AHT) or abandonment rate and customizing […]

The customer experience landscape is rapidly evolving, driven by rising expectations and technological innovations like generative artificial intelligence (AI). At Amazon Web Services (AWS), we are committed to empowering businesses to deliver exceptional customer service and experiences. This year, we are thrilled to be a sponsor of Customer Contact Week 2024, one of the most […]

Agents play a crucial role in providing an exceptional customer experience. In a high-performing contact center, agents are superhuman — they get where the customer is coming from, know their stuff, and fix issues right away. When this happens, customers feel valued and stay loyal. Agents make up more than 70% of contact center operating […]

Companies often add self-service capabilities to their websites or mobile applications, such as frequently asked questions (FAQs) or knowledge articles, to help customers address their queries. When that customer escalates to a live agent for help, they are often asked to repeat the same information they may have entered or browsed on the app or […]

As we gear up for an exciting time at Enterprise Connect, scheduled for March 25 – 28, 2024, we look forward to the fantastic lineup of presentations and demos we have in store for attendees. The sessions will be more enlightening and engaging than ever before, showcasing how over a decade of AI and machine […]