AWS Contact Center

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 […]

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

Introduction As Amazon Connect workloads grow, customers require visibility into quotas to efficiently manage scaling and prevent failed deployments or service disruptions from exceeding limits. The Amazon Connect integration with Service Quotas results in improved management of service quotas for your Amazon Connect instance. Service Quotas serves as a hub for streamlined management and tracking […]

Standard Bank is one of the largest banks in Africa, with over 50,000 employees serving more than 18 million customers across 20 countries. Founded in 1862, the bank has grown to be a leading financial services organization, providing personal and business banking, wealth management, advisory services, and more. Standard Bank’s contact center operations underpin its customer […]

Deploying an effective contact center solution can be complex, especially for enterprises with unique requirements. This blog post outlines a foundational process that includes standardized approaches to discovery, documentation, and development. By following this approach, businesses can establish a reliable, scalable contact center that meets their current needs, and can be easily maintained and enhanced […]

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 […]

Introduction Contact center agents and supervisors continuously strive to provide exceptional customer service to their customers. In modern contact centers, an interactive voice response (IVR) system is typically the first point of contact for a customer seeking support. Therefore, it is crucial to provide an exceptional customer experience while the customer is interacting with the […]

Generative artificial intelligence (AI) was the hot topic for most of 2023 and has not slowed down in 2024, with new innovation and creative use cases for this remarkable technology coming forward every day. The promise of generative AI for customer experience (CX) use cases is clear and exciting. With any new exciting idea, however, […]

Generative AI is delivering real customer experience (CX) results in production at enterprise scale sooner than expected.

Callback mechanisms play a crucial role in modern contact centers as they allow callers to reserve their position in the queue without having to remain on hold. This not only enhances customer service by reducing wait times but also optimizes telephony costs and agent utilization. When a callback is requested by a caller, it remains […]