AWS Contact Center

Amazon Connect now delivers first-party AI across all channels, featuring ongoing support for future AI capabilities with pricing that remains tied only to your underlying channel usage rather than AI consumption.

Customers typically want access to their contact center data to drive better decisions. Amazon Connect flows are a great place to capture metrics and drive outcomes. These flows define how customers experience your contact center from start to finish. At the most basic level, flows enable you to customize your IVR (interactive voice response) system. […]

Workforce management (WFM) is essential for contact center success. It matches staff levels to call volume patterns, which reduces customer wait times and operational costs. Effective WFM ensures the right agents with the right skills are available all the time to handle customer contact volume. This systematic approach to scheduling maximizes both agent productivity and […]

As financial institutions continue to embrace digital transformation, the reliance on traditional phone interactions to engage with corporate clients remains prevalent. For instance, in many countries, regulations mandate that banks confirm transaction details with their clients via phone (“affirmations”). The banks must also record these calls for future audits for compliance and quality assurance. These […]

Many companies today struggle with disconnected customer relationship management (CRM) and contact center solutions, resulting in poor customer experiences, frustrated customer service representatives (CSRs), and inefficient operations. CSRs or contact center agents have to juggle multiple siloed applications, lacking real-time visibility into customer data and interaction history, while customers face frustrating experiences bouncing between self-service […]

Combating fraud and building customer trust For over 20 years, Capitec has been providing simple and affordable banking services to millions of South Africans. As a truly customer-obsessed organization, they recognized the need to modernize their aging contact center infrastructure that was limiting their ability to innovate and deliver the customer experiences they wanted. Using […]

When a contact center experiences an unexpected service disruption, the impact can be immediate and severe: agents unable to access systems, customers facing connection issues, and support teams working to rapidly restore service. While such scenarios may seem extreme, they represent exactly the kind of situations that make tabletop exercises essential for modern contact center […]

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 […]