Category: Messaging

Mark your calendars for AWS re:Invent 2025! This December 1-5, as AWS brings together visionary leaders, technical innovators, and industry pioneers in Las Vegas, the Amazon Connect team is gearing up for an immersive exploration into the future of intelligent customer experiences. After a transformative year for AI, re:Invent 2025 is your opportunity to discover […]

Global enterprises often design their customer service architecture using multiple Amazon Connect instances across regions – for example, using US region instances for US customers and EU region instances for EU customers. These organizations frequently need to route emails from a single domain to different regional Amazon Connect instances. This blog post demonstrates how Amazon […]

Organizations across industries struggle with labor-intensive verification and data collection processes that require manual follow-ups, phone calls, and email exchanges. These workflows consume time and resources, often taking days to complete verification tasks while generating high operational costs. Manual processes involve multiple touchpoints, repeated attempts to reach contacts, and documentation requirements that create operational bottlenecks […]

Introduction Contact centers, particularly at Business Process Outsourcing (BPO) companies, operate multiple lines of business (LOB) with diverse regulatory or contractual requirements for contact recording retention. Failure to comply with industry regulations or contractual obligations can result in fines, legal disputes, and reputational damage. Conversely, retaining contact recordings beyond the required period can lead to […]

The speed and accuracy of agent onboarding are critical to operational performance in modern contact centers. Given the ongoing workforce shifts driven by business demands, seasonality, and niche expertise, it’s imperative that organizations optimize these onboarding workflows. By automating processes such as provisioning and deprovisioning, businesses reduce operational errors, enhance data security, and significantly accelerate […]

Overview Many large enterprises struggle with IT support inefficiencies where service desks are overwhelmed by high volumes of basic requests that employees could resolve through self-service options. This creates longer wait times for employees and prevents IT staff from focusing on complex technical issues. A leading international financial services organization, with $1.46 trillion in assets […]

Contact center leaders continually seek enhanced visibility into their Amazon Connect costs to make informed operational decisions. Today, we’re introducing the Amazon Connect Cost Insight Dashboard, a powerful solution that transforms your raw billing data into actionable insights. This purpose-built tool provides comprehensive cost analysis capabilities specifically designed for contact center optimization, enabling you to […]

Imagine a scenario where a customer calls an organization about a billing issue. A contact center agent resolves it, but three days later, the same customer emails about a related problem. A different agent picks up the email, has no context about the previous call, and asks the customer to explain everything again. Meanwhile, a […]

The contact center space is rapidly evolving, making it difficult for companies and people to stay up to date on the latest capabilities and best practices. Since launching in 2017, Amazon Connect has evolved as well with over 700 major feature releases, largely driven by customer input. The expanded features of Amazon Connect deliver the […]

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 at the right time to handle customer contact volume. This systematic approach to scheduling maximizes both agent productivity […]