Category: Amazon Connect

How AcmePets unified disparate knowledge sources to deliver accurate, region-specific pet information to contact center agents worldwide Introduction AcmePets is a worldwide pet information service with global contact centers that helps callers from around the world access accurate information about pet care. A significant portion of their inquiry volume centers on vaccination requirements for cats […]

Amazon Connect Customer migrations stall because of common avoidable pitfalls that push timelines, inflate budgets, and erode stakeholder confidence. Based on our experience supporting dozens of enterprise contact center migrations, we’ve identified the most common reasons migrations stall and what organizations can do differently. This post is for migration program managers, IT leaders, and business […]

Onboarding agents into Amazon Connect Customer becomes a manual task when organizations standardize on AWS IAM Identity Center as the federation hub for their AWS environment, synchronizing their corporate identity provider (IdP) into a central Identity Store and using it for single sign-on across AWS applications. If you run Amazon Connect Customer this way, and […]

Introduction Financial services institutions (FSIs) operate contact centers that serve diverse lines of business, including retail banking, credit cards, wealth management, insurance claims, and more. Each line of business has its own workflows, compliance requirements, terminology, and escalation paths. Today, most organizations address this complexity by building separate IVR flows for each client or business […]

Introduction Contact center teams running Amazon Connect Customer consistently face a core data engineering challenge: reducing the end-to-end latency from call completion to transcript availability in the data warehouse. The answer is not a single number. It depends on understanding the interplay of 14 distinct latency factors across the pipeline. The factors include the irreducible […]

Introduction Contact center teams running Amazon Connect Customer consistently face a core data engineering challenge: reducing the end-to-end latency from call completion to transcript availability in the data warehouse. The answer is not a single number. It depends on understanding the interplay of 14 distinct latency factors across the pipeline. The factors include the irreducible […]

Email is one of the highest-volume support channels in most contact centers, and one of the most manual. Agents read long threads, search internal knowledge, and draft replies from scratch, which makes for slow first responses and inconsistent messaging. Amazon Connect Customer now provides native AI capabilities for the email channel. With email AI agents, […]

A voice-activated AI agent can make contact center management significantly faster when the AI agents handling your calls need urgent changes. Supervisors running these AI agents on Amazon Connect Customer face a persistent operational challenge. When critical systems go down or AI agent behavior needs immediate adjustment, the path from decision to action involves multiple […]

Contact center modernization presents a dual challenge: organizations need both budget certainty for transformation initiatives and enterprise-scale management capabilities to operate successfully across multiple business units, regions, and lines of business. Three recent AWS Professional Services engagements demonstrate how combining fixed-price delivery models with proven accelerators delivers comprehensive transformation with clearly defined costs, measurable outcomes, […]

Introduction Proactive outbound campaigns can transform how Business Process Outsourcing (BPO) operations handle agent schedule tracking. Managing Contact Centre agent schedules across diverse locations, time zones, and contact center platforms is a persistent challenge. By some estimates, supervisors spend up to 20% of their time tracking schedules and sending shift reminders, while agents struggle with […]