Tag: #amazonconnect

Enterprise Connect 2025 is around the corner, where attendees will explore the transformative intersection of AI and customer experience. From March 17-20 in Orlando, Florida, AWS leaders will be onsite, sharing insights on implementing AI strategically and delivering more meaningful customer experiences. Through keynotes, panel discussions, and interactive sessions, attendees will discover how organizations are […]

The efficiency of agent onboarding directly impacts the success of today’s contact centers. With frequent staffing changes driven by business needs, seasonal variations, and specialized skill requirements, organizations must streamline and secure their onboarding processes. By automating manual tasks such as provisioning and deprovisioning, organizations can significantly reduce errors, improve security, and accelerate the onboarding […]

In today’s fast-paced world, customers expect interactions that are seamless, efficient, and personalized. Cloud technology is stepping up by transforming traditional systems into dynamic solutions that meet those demands. One of the most significant advancements is the shift to cloud-powered, conversational Interactive Voice Response (IVR) systems. This intelligent solution is revolutionizing how businesses engage with […]

About the authors Puneet Badlani is a Worldwide Senior Partner Solution Architect at Amazon Web Services (AWS) Jack Godfrey is a Sales Director at Connect, a UK-based AWS Partner Introduction As traditional resource-intensive interactive voice response (IVR) systems reach end of life, contact centre operators have an opportunity to transform the complex and often clunky […]

By using AWS’s efficient infrastructure, renewable energy, and optimizing resource utilization, organizations can significantly minimize their contact center operations’ carbon footprint.

In today’s competitive business landscape, delivering exceptional customer experience (CX) is no longer a luxury—it’s a necessity. At the heart of this evolution lies the power of insights and analytics, transforming how organizations understand, predict, and respond to customer needs. Amazon Connect is at the forefront of this revolution, offering cutting-edge solutions that harness the […]

Amazon Connect is an easy-to-use cloud contact center that helps companies of any size deliver superior customer service at a lower cost. And now, with newly released features including simplified building, generative AI enhancements, and easily accessible observability, it’s never been easier to create, manage, and optimize effective self-service experiences for customers. Self-service customer support […]

In today’s digital-first world, businesses increasingly rely on chat interactions to serve customers efficiently and cost-effectively. Many common customer service scenarios require collecting sensitive information – from processing payments and updating shipping addresses to verifying identity and accessing account details. However, gathering this data securely while maintaining compliance with regulations like PCI DSS, GDPR, and […]

Introduction As organizations across industries seek to elevate their customer service capabilities, the adoption of cloud-based contact centre solutions like Amazon Connect has emerged as a strategic priority. For NatWest Group, a leading banking and financial services group in the United Kingdom, the opportunity to enhance customer experiences through an Amazon Connect-powered contact centre was […]

Automating email parsing and analysis helps prioritize urgent matters, personalize responses, and identify sensitive information, improving customer experience and agent productivity. Implementing automated email processing solutions enables organizations to take appropriate actions based on the content, such as escalating important issues, sending automated responses, or avoid routing emails that don’t require a response, such as thank-you notes. Email analysis also allows for detecting intent, sentiment, keywords, and personally identifiable information (PII).