AWS Contact Center

Contact centers often receive illegitimate phone calls where the caller is pretending to be someone else by using an existing customer’s phone number. While you might simply fail a check on a web site because you don’t have the right credentials, contact center agents are trained to be polite even when something seems amiss, so […]

The decision by a business to transform their contact center platform should not be made solely through a technical improvement lens, but also through a people lens. Amazon Connect is an industry-leading solution for any business that wants to transform their contact center operations. Gartner, an American technological research and consulting firm, has published the […]

Introduction Contact center managers are frequently challenged with accurately identifying coaching needs for agents in order to improve agent-customer interactions. In order to address this issue, Amazon Connect provides set of a set of performance evaluation capabilities that allow automating both form creation and evaluation processes to further reduce manual processes required in evaluating agents. […]

AWS re:Invent 2023 showcased some of the most promising innovations and concepts for a future that will be shaped by generative AI. AWS services continue to be central to that future, and they are evolving to support it. At re:Invent 2023, we announced new generative AI features communication channels that are directly integrated into Amazon […]

Introduction Amazon Connect is an easy-to-use cloud contact center that helps companies of any size deliver superior customer service at a lower cost. In the contact center space, organizations today want more insight into their operational costs. Customers may have disparate cost centers for their contact center workloads like lines of business or multiple brands. […]

Introduction In this blog post, CSC Generation Holdings, Inc. (CSC Generation) shares why it moved to Amazon Connect to support customer service operations across its multiple brands. CSC Generation is a multi-brand technology platform that helps retailers such as One Kings Lane and Sur La Table transform into high-performing, digital-first brands. These retailers’ primary customers […]

Generative artificial intelligence (AI) is an area of interest for many businesses. Gartner estimates that by 2024, 40% of enterprise applications will have embedded conversational AI. In 2020, this number was less than 5%. At Amazon Web Services (AWS), our customers are often asking about how they can use generative AI across various business segments. […]

AWS re:Invent 2023 is approaching quickly, and Amazon Connect is gearing up to welcome attendees from around the globe in Las Vegas November 27 – December 1. This year, attendees can check out an exciting array of presentations, hands-on learning experiences, and more, curated by the Amazon Connect team. With so much buzz around generative […]

Identity management is a framework of policies and technologies to ensure that the right users have the appropriate access to technology resources. Identity management for an Amazon Connect instance can be configured in one of the three ways: By storing users in Amazon Connect By linking to an existing directory By using SAML 2.0-based authentication […]

The widespread interest in generative artificial intelligence (AI) has created a renewed focus on the power of AI to solve for business challenges, especially for customer service. Generative AI is a type of AI that can create new content and ideas, including conversations, stories, images, videos, and music. According to McKinsey, customer experience (CX) is […]