Tag: Amazon Connect

1. Introduction When you manage a contact center schedule, you face a recurring challenge: fitting non-phone activities (coaching sessions, team meetings, training blocks, and one-on-one reviews) into agent schedules without degrading service levels. These activities support agent development, compliance, and operational goals, but every minute an agent spends in a coaching session is a minute […]

Introduction Modern contact centers face a persistent challenge: traditional callback systems force a tradeoff between customer convenience and agent efficiency. When agents are reserved for scheduled callbacks, they sit idle waiting — and when customers don’t answer, that capacity is simply wasted. Amazon Connect Customer now natively supports customer first callback architecture that eliminates this […]

Maintaining compliant calling operations to China (country code +86) presents significant challenges for global businesses as telecommunications regulations continue to evolve. If your organization relies on Amazon Connect Customer for customer communications to Chinese destinations, understanding and implementing compliance best practices helps you avoid service disruptions and protect your customer relationships. A global travel services […]

Introduction When you publish a contact center schedule, you assume the people it affects will see it. In practice, that assumption creates operational risk. Agents miss shifts, arrive late to training sessions, or create unplanned coverage gaps because a schedule change was communicated through a bulk email or a channel post that never surfaced in […]

Every day, Amazon Customer Service handles millions of customer contacts across Amazon and its subsidiaries, spanning multiple regions including North America, Europe, South Africa, and Asia Pacific. Managing contact flows at this scale across multiple Amazon Connect instances to accommodate Retail and Amazon subsidiaries required a scalable, programmatic approach. The team set out to maintain […]

1. Introduction Amazon Connect supports voice/video and chat as separate channels, each with its own APIs. Using native or custom widgets, these channels operate independently. This works for most contact center scenarios. But what happens when a customer and an agent need more than just talking and seeing each other? For example, a customer calls […]

Introduction When organizations embark on a contact center transformation journey, technology gets much of the focus. At the same time, it’s the people who determine whether a migration succeeds or falls short. Your agents, supervisors, and support staff are the heartbeat of your contact center, and their readiness to embrace change is as critical as […]

Today is Groundhog Day, and just as Punxsutawney Phil emerges to forecast the season ahead, industry analysts and enterprise leaders are stepping forward with their predictions for customer experience (CX). Shadows or not, the real question is whether organizations will finally step into the spring of artificial intelligence (AI). As we move into 2026, the […]

Introduction As one of the UK’s leading financial institutions, NatWest Group delivers a wide range of banking services across retail, commercial, and private banking sectors. The bank enhanced its customer service capabilities in 2019 by deploying Amazon Connect Customer across its contact centers. This implementation provided NatWest with comprehensive analytics and detailed insights into customer […]

Conversational AI is the digital concierge of modern customer experience. The ability to understand, process, and respond to human language naturally represents more than just opportunities for automation; it’s about combining the best of AI efficiency so humans can focus on the work that requires the most judgement and empathy. Amazon Connect recently announced innovations […]