Category: Foundational (100)

Today’s consumers have high expectations – and your customers are no exception. Every business is racing to stay ahead with the latest technical innovation that can improve service, reduce costs, and help target strategic growth. Amazon Connect is one of these solutions – powered by the might of AWS technology and AI, it’s a modern […]

The Wisconsin Department of Revenue (DOR) administers the state’s income and business tax laws, oversees property tax assessments, regulates alcohol and tobacco sales, verifies taxpayers’ identities, manages the state lottery, and distributes tax revenues to local governments. The agency’s contact center, where about 500 agents handle 700,000 calls annually, depended on multiple disparate technologies hampered […]

Priceline is a leader in online travel that pairs innovation with negotiation to help customers find best-in-class deals on flights, hotels, car rentals and cruises. As an online travel agency, Priceline works with a vast network of trusted travel suppliers worldwide to offer extensive inventory for our customers. In fact, Priceline offers over 1.2M accommodations […]

Amazon Web Services (AWS) was named a leader in The Forrester Wave™: Contact-Center-As-A-Service Platforms, Q2 2025. We believe this recognition underscores the continued evolution and strength of Amazon Connect, our cloud-based contact center solution, since its launch in 2017. This report evaluates the 10 most significant CCaaS providers based on Forrester’s comprehensive research criteria. In this […]

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.

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 […]

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 […]

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 […]