Amazon Connect Customer Customers

Toyota has been a part of the cultural fabric in North America for nearly 70 years, and is committed to advancing sustainable, next-generation mobility through the Toyota and Lexus brands. Toyota partners with more than 1,800 dealerships, and directly employs nearly 64,000 people in North America that have contributed to the design, engineering, and assembly of nearly 49 million cars and trucks.

"Our goal was to reduce transfer rates by five percent, but we far exceeded that goal and completed the project ahead of schedule. Our customers can now connect with the right agent on their first call much more frequently, which leads to higher satisfaction for both our guests and agents. The agents love Amazon Connect, they can do all their work on one screen. This has eased their labor and helped them pay more attention to our guests.”

Mitch Aubin, Manager of Brand Technologies – Toyota 

U.S. Bank is the fifth largest commercial bank in the country and serves millions of clients locally, nationally, and globally. 
  
“Amazon Connect provides a much better unified channel experience for customers, so customers can reach us and obtain service through just the IVR, speak to an agent, or also through a variety of chat and messaging options. This flexibility means that each customer can choose the approach that they prefer when they prefer it. Now we are able to make changes at literally a 20% improvement in management time, which means customers can get what they need even faster.”

Dilip Venkatachari, Chief Information and Technology Officer – U.S. Bank

Zepz empowers customers with seamless cross-border payments, connecting over 100 million people across more than 130 countries.

“Amazon Connect has revolutionized how we serve our customers, allowing us to easily embed AI for smarter, faster support. With chat being a primary channel, the AI-powered Connect assistant delivers quick, hassle-free resolutions, successfully addressing 67% of customer inquiries instantly through self-service. By using Amazon Connect Cases and Customer Profiles, our agents—both AI and human—can easily access a customer’s full transaction history, ensuring every interaction is highly personalized and customers never have to repeat themselves. We are excited to evolve our service using agentic AI, enabling our AI chat agent to access external tools to fully and automatically resolve a broader range of customer queries. We also plan to extend this intelligent, self-service success to our voice channels using Amazon Connect’s Nova Sonic offering, for a truly seamless support experience for our customers.”

Mark Russell, Contact Centre Architect - Zepz 

American Airlines is the world's largest airline by passenger volume, operating nearly 6,800 daily flights to about 350 destinations across 61 countries through its mainline service and regional partners. 
   
“With the Amazon Connect platform, we’ve been able to successfully onboard more than 40 contact centers in just under 18 months, which is a huge deal. We’re now live with over 10,000 team members across 28 different geographic locations. We’ve been really happy to move so quickly on a migration like that.” 
  
Preston Peterson, Managing Director, Customer Experience Operations Innovation - American Airlines 

To best understand Capital One and its long-term strategy, it helps to think of the company not as a bank—despite the fact that the diversified financial services company is, in fact, one of the ten largest U.S. banks by assets and deposits—but as a digital technology company that offers banking services.

"We are in an industry that continues to see dramatic changes, and our focus at Capital One is one of innovation and thinking like a tech company to meet those changes head-on. It's a matter of speed, agility and meeting customers' quickly changing needs. Amazon Connect lets us use the latest technology to enable innovative digital services that help us meet customer and employee expectations faster than ever."

Gill Haus, SVP, CIO Retail and Direct Bank - Capital One

Intuit is a provider of innovative financial management solutions, including TurboTax and QuickBooks, to approximately 100 million customers worldwide.

"At Intuit, we often say we’re customer obsessed. To achieve this, our customer success team is critical. With the seamless integration between Amazon Connect and Salesforce, we’re unleashing the power of technology to customize the agent experience through data. We’re improving agent productivity and allowing the agents to focus on customers, not their tools, to provide the best possible customer experience."

Loren Lacy, Group Product Manager, Customer Experience Technology - Intuit

The University of Texas at Dallas is the largest public university in the Dallas urban area.

"At the University of Texas at Dallas, we strive to give our students easy and quick access to important information such as application status, course work, and IT services. Our contact center has become a major resource for our students, however our previous legacy system was inflexible, frequently crashed, and even lost historical reporting data leading to high call abandonment rates. Over just one weekend, we migrated to Amazon Connect to introduce callbacks, while allowing our contact center agents to work safely from home. Almost instantly we had a completely reliable contact center that was easy for our agents to learn and use, setting us up for success when we cycle to the next round of student employees next semester. Now, we’re able to efficiently resolve student's questions over both voice and chat, and look forward to leveraging other Amazon Connect innovations to continue to improve our student experience at the University of Texas at Dallas."

Pulin Bhatt, Director of Client Services - University of Texas at Dallas

As a global education technology leader, Anthology provides solutions that support over 150 million users across 80 countries worldwide in advancing learning experiences.

"Amazon Connect's new Model Context Protocol capability opens up exciting possibilities for transforming how we handle over 8 million student interactions annually. The ability for Amazon Connect AI agents to leverage external tools through Model Context Protocol (MCP) will make it truly agentic, giving us the potential to empower students and staff with personalized recommendations and the ability to take immediate action without leaving the chat interface. For students, this will enable our Connect assistant to fully automate routine tasks such as password expiration, forgotten username lookup, or financial aid status and next steps. For our staff, this capability will free them up to focus on more complex inquiries with support from AI-powered, proactive recommendation responses and actions.“

Richa Batra, Senior Vice President - Anthology 

Centrica is a British multinational energy and services company, supplying energy and related services to over 10 million residential and business customers, primarily in the UK and Ireland, and is involved in energy trading, storage, and renewable power generation.

"Amazon Connect's advanced speech models demonstrate the immense potential for agentic voice in customer experience. In a recent proof of concept, we achieved a 75% containment rate with a Nova Sonic-based voice chatbot with integrated AI agents, delivering swift resolutions for our customers and freeing up our human agents to focus on more complex issues. The chatbot can understand context, access relevant information, and take meaningful action, resolving customer issues without the limitations of traditional automated voice systems."

James Boswell, Vice President of Cloud - Centrica

So Energy is a UK-based,100% renewable electricity supplier founded in 2015, serving around 300,000 homes with a focus on fair pricing and sustainability.

"At So Energy, we're committed to making renewable energy simple and accessible for our 300,000 customers across the UK, and that same philosophy extends to how we deliver customer service. When we implemented Amazon Connect, we knew we needed a solution that could handle the complexity of customer service interactions in the energy industry, while maintaining the personal touch our customers expect from us. By leveraging Amazon Connect's email-to-case capabilities, we've transformed how our Operational teams manage customer issues from initial contact through to resolution. The integration has been impressive, our agents now have a unified view of each customer's journey, whether they're reaching out about billing queries, reporting service disruptions, or seeking guidance on our solar and EV charging solutions. We've seen responses to emails in 2 working days increase by 15% and our average days to resolve a case drop by 30%, which directly supports our mission of providing outstanding service. The AI-powered case summaries help our team quickly understand complex issues spanning multiple interactions, and the self-service capabilities through email have reduced routine inquiry volumes by ~45%, allowing our agents to focus on delivering the personalised support that earned us our Excellent rating on Trustpilot. Amazon Connect has become essential to how we deliver on our promise of making energy simple for every UK home.“

Mohammad Khan, Director of Technology & Product - So Energy

At Energy Ogre, we navigate the deregulated electrical market for our members, secure them the best rate per their electrical use, and manage every aspect of their electricity service. 
 
"At Energy Ogre, our members are our greatest source of information and feedback. However, our previous contact center solution didn't fully allow us to adequately listen, understand, and respond to our customers' needs technically. To get around this, we would have needed a complicated patchwork solution involving the integration of dozens of costly features from multiple vendors. So, we migrated to Amazon Connect to streamline our member care center and especially due to our interest in the included AI-powered conversational analytics. These analytics are integrated native service to Amazon Connect, which uncovers valuable insights while redacting sensitive data. Additionally Amazon Connect records and analyzes trends, sentiment, and keywords from every call to provide us a greater understanding of our customer interactions so we can improve our services and increase our quality of support. Our member's experience continues to improve as Amazon Connect continues to innovate their technology." 

Elizabeth Horne, Director of Data Engineering - Energy Ogre 

World Fuel Services is a global energy management company involved in providing energy procurement advisory services, supply fulfillment and transaction and payment management solutions to commercial and industrial customers, principally in the aviation, marine and land transportation industries. We sell fuel and deliver services to our clients at more than 8,000 locations in more than 200 countries and territories worldwide.

"Our heating oil business in the UK –Watson Fuels– is seasonal by nature, which means our contact center needs to be able to handle spikes in customer service calls during the winter. Traditional PBX platforms struggle to scale, and when facing a large capital investment to upgrade the PBX, we made the decision to move to a cloud-based voice and contact center solution called Amazon Connect. This avoided the worry of maintaining hardware for over 100 agents across 3 regional call centers and buying additional seat licenses during our peak season. In addition, new features were added to serve customers who often experienced engaged tones or disconnections in the past. The call back feature was enabled, as well as dynamic routing, real time dashboards displaying analytics, and individual agent dashboards – all adding up to a better customer experience. When we migrated to Amazon Connect, we expected all of the benefits of the cloud, but we didn’t fully appreciate the agility it would give us, particularly during the complexity presented by recent global events. With the assistance of the Amazon Connect platform, we have been able to continue to service our customers virtually seamlessly while working remotely. Meanwhile, using the experience gained in the UK, we have also been able to stand up several cloud-based contact centers in North America in a short period of time with a move to Amazon Connect. Moving forward, our team is continuing to leverage the AWS Connect open API platform, innovating the agent experience with services like Salesforce and screen pops for agents to reduce average handle times. World Fuel partners with companies we want to learn from and aspire to be like and we believe that AWS is helping to drive our future innovation."

Richard Delisser, CIO Land Segment - World Fuel Services

For 160 years, National Australia Bank (NAB) has been helping customers with their money. Today, NAB has more than 39,000 people serving nine million customers in locations across Australia, New Zealand, and around the world. As Australia’s largest business bank, NAB works with small, medium, and large businesses to help them start, run, and grow, as well as funding some of the most important infrastructure in Australia’s communities—including schools, hospitals, and roads.

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"Configuring and adjusting NAB’s legacy conversational Interactive Voice Response (IVR) was a time-consuming and inefficient exercise that always involved the vendor. Since migrating our IVR to Amazon Connect, NAB now independently runs reports identifying opportunities to improve the customer experience. We can now make changes in a timelier manner, providing constant iteration and innovation for our customers, while helping ensure all enquiries are directed to a self-service opportunity or the most appropriate banker. The IVR on NAB’s primary phone number receives around 18 million inbound calls per year. Today, thanks to the ability to continually improve our systems ourselves, 69% of those 18 million calls are directed to perform self-service transactions within the IVR, enabling 95% to be completed within channel."

Mark Baylis, Executive Direct, National Australia Bank

"We’re looking to Amazon Connect to help us improve the experience customers have when they contact our call centers. For that reason, it was also important that the voice we created using Amazon Polly Brand Voice felt both uniquely NAB and consistent with our position and what our customers expect when they call us. We’re thrilled to be a global leader using this voice-first digital innovation—and even more excited to see how our customers interact with the voice and experience as we gradually roll this out."

Laurent De Segur, General Manager of Digital and Assisted Channels, National Australia Bank (NAB)

At Square, we believe everyone should be able to participate and thrive in the economy— we're building easy tools to empower and enrich everyone. Square’s business products help sellers accept payments, make informed business decisions, manage orders, engage customers, and gain access to business loans. Square’s consumer products offer an ecosystem of services for individuals, providing financial access to all and allowing anyone to send, spend, invest, and save money all from one app.

"Amazon Connect has played a key role in improving both the customer service and sales experiences across Square. Along with Amazon Lex and AWS Lambda, Amazon Connect helped change the way we engage with our customers by more efficiently getting them to the information they seek. We know we can rely on Amazon Connect since it is built on the AWS’ backbone, and it easily integrates with the other Amazon Cloud services we utilize. Since launching Amazon Connect, we've repeatedly heard from both customers and employees that they prefer this experience over our previous platform."

Kevin Miller, Voice Systems Engineer - Square

Capitec is the largest bank in South Africa by client volume, serving over 24 million active clients.

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"Capitec had a legacy telephony architecture which was on prem. This was spread between 3 disparate data centers, and we had to look after about 198 different windows and Linux servers. We spent 90% of out time in maintenance and up keep cycles, and the other 10% of our time in code rates trying to figure out why the upkeep didn't work. Something had to change the the call was made to migrate to Amazon Connect. Capitec, with the growth and planned growth needed a cloud based platform and Amazon Connect was the best fit. This migration was done in record time. Our entire contact center was migrated in less than a year and we started taking phone calls without our clients noticing. We finally had room to innovate and improve.“

Etienne Botha, Software Development Manager, Telephony and Speech Analytics at Capitec

Operating as one of the UK's largest retail and commercial banks, NatWest operates 9 contact centers totaling over 9,000 agents handling over 25 million customer calls annually.

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“From a business perspective, there are some key benefits that we are really seeing from Amazon Connect. Firstly, it's all about the data, and how you can use that rich data to improve both the customer and the agent experience. But also the speed to deliver has been fantastic. This year alone, we've implemented over 30 new self-serve journeys into our telephony estate, and we've been able to design, build, and deploy them in a matter of three weeks. Now, previously on our legacy platform, that would've taken about six months, and just the agility is fantastic, but also the pay as you go model really starts to change the mindset for the organization, and really starts to get you to the optimization, because as soon as we can improve that customer experience, and either reduce the call or reduce the average handling time, the following month, you're starting to see the commercial benefits. And that was very different from where we used to be where we were in fixed contracts and multi-year, and it's really starting to change the culture of how we think and how we really want to optimize.“

Jill Beattie, Portfolio Lead - NatWest Group

The South Carolina Department of Social Services (SCDSS) is the state's largest cabinet agency, serving one in six South Carolinians through programs like SNAP, TANF, and child welfare services.

SCDSS modernized 19 contact centers by migrating to Amazon Connect, replacing unreliable legacy systems with AI-powered analytics, automated callbacks, and real-time dashboards. The agency improved SNAP processing timeliness from 84% to over 95% and virtually eliminated missed calls through automatic rollover capabilities.

Kentucky Transportation Cabinet supports nearly 5 million citizens of Kentucky with services such as vehicle registration, drivers license insurance, and commercial vehicle credentials.

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"At Kentucky Transportation Cabinet (KYTC), our mission is to provide a safe, efficient, environmentally sound and fiscally responsible transportation system for the citizens of Kentucky. This means that our contact center handles simple calls about license renewals to complex ones like commercial vehicle permits - and doing so successfully starts with our agents. However, our previous contact center technology was incredibly complex because our agents were required to learn, use, and manage many applications. We migrated to Amazon Connect and immediately started using its agent workspace to provide agents everything they need to resolve customer issues, access customer data, and knowledge repositories in a single application, without writing any code. By equipping our agents with tools like case management, ML-powered real-time knowledge recommendations, and customer profiles, we’ve been able to cut our average citizen wait time in half and cut agent training time by more than 50%."

Drew Clark, Business Analyst – Kentucky Transportation Cabinet

The Los Angeles County Department of Children and Family Services promotes child safety and offers prevention services to strengthen families. It also connects children with stable, loving homes in times of need.

"Our Child Protection Hotline agents are vital to helping the most populous U.S. county, with more than 10 million people, navigate difficult domestic challenges such as child abuse reports, investigations and foster care. The AI-powered conversational analytics of Amazon Connect makes our life a lot easier because we’re able to look at patterns, trends, and predictions that help guide our work. We are excited at the prospect of enabling the real-time capabilities of Amazon so that caller analytics and real-time alerts will – at a future time – be delivered live in our Amazon Connect supervisor dashboard so that we can help our agents navigate these difficult situations, without requiring supervisors to be there in-person, or listening to every call." 

Carlos Torres, Division Chief - Los Angeles County’s Child Protection Hotline

Washington D.C. government agencies support the citizens of D.C. with critical services, such as child support, access to healthcare, community safety, and more.

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"The District of Columbia turned to Amazon Connect to modernize its contact center operations across dozens of departments, improve the caller experience, and take advantage of the data-rich analytics. Before the pandemic, only a few departments had made the transition, but as infections spiked and calls surged, 30,000 employees and agents suddenly needed to go remote, and departments using legacy systems were not equipped to support it. Since then, more than 40 agencies, such as the Department of Health and Child Support Services, have moved to Amazon Connect because it’s fast to implement, easy to use, and more cost effective than legacy solutions. Standardizing on Amazon Connect is better for the public and easier for our employees."

Cynthia Romero, Unified Communications Engineer - Office of the Chief Technology Officer (OCTO), D.C. Government

Serving hundreds of thousands of residents in all 34 cities of the region, Orange County United Way provides a wide range of vital community services throughout Orange County, California.

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“After we did some research on the capabilities of Amazon Connect, it opened up ways that we could empower our reps, create scalability, and utilize more features to build a roadmap to take our call center to the next level. We’re starting to get data insights into errors that might have been made, things that can help us improve. This helps us see where we can fine-tune or supplement training and just better understand data points overall — it’s really exciting.”

Jupiter Medical Center is a leading, independent, not-for-profit hospital located in Palm Beach County, FL, recognized for high-quality, patient-centered care.

“[Before Amazon Connect] we had a backlog of imaging scheduling events in terms of CT, MRI. With Connect and AWS, we were able to cut the cost by 30%, our backlog, went down by 40%, and our call abandonment rate went from 9% to 4%. We have an opportunity to expand Connect further into the organization at our urgent cares and clinics, literally every care setting that we have. We want to make that a unified experience regardless of time of day or care setting.”

Kevin Olson, Chief Information Office – Jupiter Medical Center

UC San Diego Health is an academic medical center, offering comprehensive primary, specialty, and emergency care across San Diego County, California.

UC San Diego Health deployed Amazon Connect AI agents for appointment management agents across voice, chat, and WhatsApp, enabling patient self-verification and autonomous scheduling, and saving over 300,000 staff hours, achieving an 82% patient self-verification rate, and cutting call abandonment by 50%.

Cochlear Limited is the global leader in implantable hearing solutions, specializing in devices for moderate to profound hearing loss.

"This year we moved to Unlimited AI with Amazon Connect, and that's been a huge benefit for us because once you add up the cost of WFM tools, quality management tools, and [others], the Unlimited AI price essentially allows you to have all of those features, [while costing] us a lot less than what we're paying those third party companies."

Andy McLaughin, Director IT Networks and Telecommunications Services, Cochlear

Labcorp is a global life sciences company that provides vital information to help doctors, hospitals, pharmaceutical companies, researchers, and patients in more than 100 countries.

"Labcorp Diagnostics is looking to improve our call center experience while also improving efficiency. With Amazon Connect, we will be able to better manage our agent queues spanning clinical questions, billing activities, and appointment scheduling; provide end-to-end visibility into tasks; increase agent performance; and produce actionable analytics for us to advance our customer service experience. The cloud contact center’s seamless integrations with other AWS-hosted applications and services will improve agent workflows and decrease training time by allowing us to provide the right information to the right agent at the right time."

Lance Berberian, Chief Information and Technology Officer - Labcorp

ChartSpan is the largest managed service provider of chronic care management programs in the Unites States. ChartSpan provides turn-key, managed care coordination and compliance programs for doctors, clinics, and health systems. ChartSpan manages patient care coordination programs for more than 100 of the most successful practices and health systems in the United States.

"At ChartSpan, we offer health care management services including patient care coordination and a 24/7 nurse line, with the contact center at the core of our service delivery model. To meet our customers’ needs, we run our business using AWS technology. However, our contact center solution was not built on AWS, and it cost us millions due to repeated outages and performance issues. As a startup, it is critical to keep our costs under control, so we had to make a change. We evaluated Amazon Connect and moved our entire contact center in just under six weeks. Since then, we’ve been impressed with the results. Our clinical contact center staff utilization has increased by 12%, and we have decreased our costs by 80.5% due to the consumption-based pricing of Amazon Connect. It also takes less human capital to maintain Amazon Connect, and that has resulted in a 67% reduction in management and engineering spend. Moving to Amazon Connect has dramatically impacted our business. We’ve eliminated costs, improved productivity, and improved our margins."

Patrick Carter, Chief Medical Officer - ChartSpan

State Farm is a major insurance provider with over 19,000 customer service agents. Prior to Amazon Connect, they faced significant challenges with their customer experience including slow deployment speeds, inability to harness unstructured data, and limited automation capabilities that prevented them from delivering the modern customer experience their customers expected.

"We saved over 50% of our annual charges, but most importantly too, we looked at Amazon Connect as being an innovation partner. We recognized that AWS was really the only provider that was going to be able to really transform our customer service centers, contact centers, and really be able to deliver that experience."

Geoff Skinner, Director of Technology, Customer Experience – State Farm 

Toyota Insurance offers branded auto, home, and renters insurance, providing specialized coverage for Toyota vehicles and other models. They use Amazon Connect AI agents for customer self-service, achieving a 60% resolution rates while saving 98.5% on their infrastructure costs.

"This migration wasn't just about cost savings. It was about building a foundation for the future. We now have a platform that will continue to deliver value as our needs evolve and AI capabilities advance." 

James Eaker, Director of Contact Center Sales and Customer Care - Toyota Insurance 

Unum helps millions of people gain affordable access to disability, life, accident, critical illness, dental, and vision benefits through their workplace.

"Today, Amazon Connect is integrated into our homegrown agent desktop to assist agents as they help our customers with inquiries about workplace benefits and claims. Now that Amazon Connect has embedded step-by-step guides directly in the Amazon Connect agent workspace, we can sunset our current tool and reduce IT development costs for agent desktops by 15-20%. As we implement more use cases, guides will enable us to organize workflows for our agents, helping them seamlessly identify customers, disposition contacts, and add notes in one screen instead of five. Because guides use Amazon Connect’s drag-and-drop flows builder, our managers will be able to easily design, deploy, and modify workflows to innovate our agent experience more quickly than we can with our current tool."

Roshan Ramamoorthy, AVP - IT Delivery, Unum

Flybuys is a popular Australian customer loyalty program, jointly owned by Coles Group and Wesfarmers, that allows members to earn points on everyday purchases.

"We have seen a 50% reduction in our platform costs and this is predominantly due to Amazon's simplified unlimited AI pricing model. That pricing model allows us to use connect at a low rate, but we have the opportunity to innovate and implement Gen AI experiences without having to go through business cases and additional financial approval because all of the AI capability is included in that platform cost."

Matt Condie, CX Product Manager, Flybuys 

At GE Appliances, we make life better by designing and building the world's best appliances. From design to production to service, our goal is to help people improve their lives at home.

"GE Appliances processes millions of minutes of customer calls a month. Using Amazon Connect, Amazon Lex, and Amazon Polly, we can automate simple tasks such as looking up product information, taking down customer details, and answering common questions before an agent answers. This in turn helps us give back time, the most precious commodity, to our consumers. We added Amazon Transcribe to create call transcripts for automated analysis to continuously improve the process."

Byron Guernsey, Chief Strategist – GE Appliances

The Amazon.com customer service team is the engine that drives the Amazon mission to be Earth’s most customer-centric company. The team supports customers in 16 languages from more than 130 locations around the globe.

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“One of the ways we really benefit from Amazon Connect is its worldwide footprint with telephony infrastructure. It allows us to deploy Amazon Connect instances across multiple regions and be able to offer customers a local number to dial into. Another thing that we're really excited about is Contact Lens and the ability to have real time transcription of our interactions, along with sentiment analysis that we can use then to improve customer experiences.”

John Chao, Director of Customer Service - Amazon

At Traeger, our mission is to bring people together to create a more flavorful world. Since our humble start in Oregon in the 1990's, Traeger Wood Pellet Grills have been the outdoor cooking choice of food enthusiasts. For years, the grills were offered in limited quantities and geographic areas. However, as people began to taste the food cooked on a Traeger, word spread about the unique flavors only Traeger natural wood pellets can provide.

"Whether you’re firing up those pellets for your first smoke or a seasoned professional with decades of wood-fired experienced, our Traeger CX team has your back 365 days a year. For us, that means enabling hundreds of agents to deliver an outstanding customer experience without worrying about the complexity of traditional back-end infrastructure. When we set out to optimize one of the foundational components of our CX technology, we needed something simple, scalable and open. Amazon Connect checked all our boxes. Amazon Connect gives us complete control over agent and customer experiences. We were able to replicate our legacy IVR platform in a matter of days. Our team was also able to integrate the Amazon Connect CTI adapter into Salesforce in less than 30 minutes. We saw immediate results with handle time reductions of ~15%. By using AWS Lambda to pass data between Amazon Connect and Salesforce, agents spend less time on administration and more time helping customers. We’ve also simplified and customized our international IVR experience by leveraging Amazon Pinpoint. When we’re handling tens of thousands of calls per week, we need 100% reliability from our contact center. Amazon Connect provides exactly that."

Bryan Teggart, Head of Customer Experience Operations & Analytics - Traeger Pellet Grills

Saks Fifth Avenue has been providing luxury fashion since 1924, delivering unique shopping experiences with 41 stores across North America. In 2021, the company established a standalone ecommerce business, Saks, to connect ecommerce and retail stores.

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“With AWS services, we are empowering our agents with insights, enabling us to elevate the personalized, high-touch experience our customers expect.“

Jess Bengtzen, Vice President, Service Centers - Saks Fifth Avenue

Amazon PXT (People, Experience, and Technologies) powers Amazon's high volume hiring process - responsible for recruiting for over 1.2 million candidates per year.

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“With Amazon Connect, we were able to leverage some of the power of the video channel, and we were able to virtualize our process within three months. We were able to roll out a virtual appointment in the US and in the UK, and we were able to reduce the waiting time of our candidates to 20 minutes in a queue rather than three hours on site. One noticeable outcome for our agents was the reduction of their average handling time by 30% when we migrated to Amazon Connect, especially with the adoption of the agent workspace, where we build customized guided experiences for them to deal with common situations they might face with candidates. Some of the improvements we've seen in the marketing space is a reduction in the cost to hire by 90%, especially with the adoption of Amazon Connect outbound campaigns to reach targeted customer segments.“

Jad Mokdad, Sr. Software Development Engineer - Amazon PXT

Adobe, a leader in creative, marketing, and document management, helps customers create, deliver, and optimize content and applications.

"Our Digital Media sales and support teams help 10+ million customers annually via chat. To deliver an exceptional experience for our customers and agents, we needed to evolve our 1:1 online customer interactions from a fragmented, multi-channel experience to a customer-centric, personalized, omnichannel one. We chose Amazon Connect for its architecture, flexibility, and ease of integration with other services. With the help of AWS Professional Services, we successfully migrated all global chat conversations from our legacy platform to Amazon Connect. We created our own custom agent user interface (UI) optimized to provide our agents with the information and tools so that they can better focus on the customer. The flexibility of Amazon Connect has allowed us to redesign how customers are routed and assigned to agents, and we are pursuing a unified voice and omnichannel strategy that enables channel expansion, innovation, and ML-based routing."

Larry Casey, Vice President - Adobe Technology Services

One of the world's largest IT services providers, Fujitsu offers a comprehensive range of technology products, solutions, and services in more than 100 countries.

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"As a global digital transformation company, Fujitsu offers a comprehensive range of technology products, solutions, and services. At Fujitsu Costa Rica, one of Fujitsu’s eight global delivery centers, our contact center has been powered entirely by Amazon Connect for five years, managing over 5,000 agents serving the customers of more than 450+ companies. We utilize Amazon Connect's omnichannel communications for live agent-assisted customer interactions and self-service capabilities, and have significantly improved operations with Connect’s conversational analytics, automated evaluations, and capacity planning and agent scheduling. For example, we observe >96% accuracy in our intraday forecasts and improved compliance with country-specific labor laws in our pilot. We also see 15% efficiency gains in quality assurance driven by automated performance evaluations, and 10% improvement in customer satisfaction by empowering agents to take action based on real-time customer sentiment during interactions. We are excited that this next generation of Amazon Connect will help us standardize and continuously optimize AI-powered customer experiences globally, providing the type of powerful capabilities across all communications channels, on every interaction, that only Connect can offer."

Alex Sanchez, Head of Global Offering Technology and GDC Networks - Fujitsu Group

LegalZoom.com, Inc. (NASDAQ: LZ), is the number one brand in online business formations and a leading online platform for legal, compliance and tax solutions.

"When evaluating options for our next gen call center application, ease of use, ability to innovate, reliability and cost were our top priorities. Amazon Connect stood out as the clear leader. The cloud contact center migration was one of the smoothest launches of my career. Within hours, we were handling thousands of calls. Today, we have over 700 agents across our customer care and sales divisions handling hundreds of thousands of calls per month. Amazon Connect helps us elevate our customer experience by making it easy to tailor services to meet our customers’ needs."

Domenick Riccio, Senior Director of Technology - LegalZoom

Since 1998, Rackspace has delivered enterprise-class hosting solutions and support for businesses of all sizes and kinds around the world. Its proactive, results-obsessed approach to serving customers has been its cornerstone since its founding.

"If our legacy contact center was a railroad, Amazon Connect is a rocket ship. It helps us go further, faster in serving customers and living up to our promises. In a legacy environment, our developers were spending too much time on basic tasks. With Amazon Connect, they spend 90 percent of their time on tasks that improve the experience of end users."

Kerry Bowley, Product Manager - Rackspace

Ring customer service is more efficient and intelligent with Amazon Connect.

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"Ring, a home security and smart home company, uses Amazon Connect to provide contact center agents with all the information they need to provide faster and more personalized service."

Jon Irwin, Chief Neighbor Experience Officer - Ring

Spokeo is a popular people search information service that helps you search, connect, and know who you are dealing with. Spokeo offers relevant and actionable data to help you safely find and learn about the people around you. We want to make it easier to trust others by making your world more transparent.

"At Spokeo it’s important for our customers to be able to reach a live person if they have product, search or billing inquiries. Our contact center drives the relationship we have with our customers, but our previous provider limited our ability to act quickly or obtain accurate data. We migrated to Amazon Connect because we needed a scalable, self-service, cloud-based contact center that would allow us the flexibility to personalize the entire customer experience. In just 2 weeks we had a fully deployed contact center; we migrated all 75 agents and started quickly accepting over 50,000 contacts a month. With Amazon Connect, we now have the ability to update our contact flows in minutes, and have easy access to a number of metrics that were previously hard to get. Since we’re now able to make the data-driven decisions that improve our average handle times and customer wait times, we’ve been able to cut our contact center costs by 70%. Amazon Connect has helped us solve our customers’ problems and build relationships with them through empowerment and empathy."

Eric Liang, Chief Information Officer - Spokeo

Virgin Media O2 is one of the largest telecommunications and media providers in the United Kingdom, serving millions of customers across the country. As a result of a merger between Virgin Media and O2 in 2021, the company has become a powerhouse in the British telecommunications landscape, offering a wide range of services including mobile phone telecommunication, broadband internet, set top boxes, and landline services.

"Amazon Connect has transformed VMO2’s contact centres across six geographies, supporting 10,000+ agents. Using Amazon Connect capabilities has helped us identify customer interaction patterns, improving first-contact resolution and increasing digital adoption for customers who prefer self-service. We are further implementing generative AI-powered post-contact summaries to reduce manual work while strengthening compliance and quality management through consistent, automated processes. We have achieved results including faster complaint resolution, higher NPS scores, and reduced handle times, while boosting agent effectiveness. Our agents also feel more empowered and more effective. We’re eager to embrace even more AI-powered possibilities with Amazon Connect to achieve further excellence in customer service, delivering industry-leading customer experience."

Alan Stott, Director Customer Contact - Virgin Media O2

Founded in 2010, amaysim is a provider of energy and SIM-only mobile plans. In nine years, the online-led business has grown to be the fourth largest independent mobile services provider and the largest Mobile Virtual Network Operator (MVNO) in Australia, with over 1 million mobile subscribers.

"At amaysim, Amazon Connect has been a big win for us because it is designed to be easily deployed by contact center staff and IT with little knowledge of AWS. The ability to quickly innovate and change has been a big advantage to us. At amaysim, we make build vs. buy decisions very consciously and our strategy is to build pieces that are specific for our business. Amazon Connect not only provides us with an end-to-end application experience for AI-powered contact center analytics but also gives us the flexibility to do custom BI analytics and the agility to build proprietary data science models using its rich metadata."

Peter James, IT Operations Director - amaysim

AnywhereWorks is a 24/7 live call answering service.

"Our contact center is comprised of a fully remote team of over 2,000 individuals that supports our global base of thousands of clients. We predominantly cater to small and mid-sized businesses, and support many verticals, including healthcare, legal, real estate, sales and lead capture, trade services, and franchise businesses. AWS helped us move our contact center to the cloud so that we can scale and avoid service disruptions. We chose Amazon Connect for several compelling reasons. We needed a solution that gives us the ability to customize based on our unique business needs. Integration with our existing applications and a robust telephony infrastructure are essential for seamless operations. We also wanted a trusted provider committed to staying at the forefront of technological advancements. The consistent introduction of new Amazon Connect features and capabilities continues to impress us, and ensures that our contact center remains innovative. Amazon Connect enables us to effortlessly add new users as our requirements grow, making it the ideal choice for our communication and customer service needs."

Natalie Ruiz, CEO - AnywhereWorks

Vodafone NZ is one of the largest telecom providers in New Zealand with almost three million connections.

"We selected Amazon Connect because it helps us provide a better experience to our customers. We’ve almost finished our implementation and we’re already seeing improvements in our customer satisfaction metrics. Amazon Connect has helped us simplify our contact center operations by drawing on artificial intelligence and machine learning technology to automate our most common requests. We’ve also built voice and chat channels to offer customers a personalized experience, reduce wait times, and help solve customer issues faster. With Amazon Connect, we are confident we will be able to scale our contact center and adjust to our customers’ needs in real time as we strive to continually raise the bar on our customer experience."

Mark Fitzgerald, Head of Digital Tools - Vodafone NZ

United Airlines is the largest airline in the world, with more than 100,000 employees helping 175 million customers reach over 370 destinations across six continents each year.

"Today we're leveraging Amazon Connect's Customer Profiles to build a comprehensive understanding of each traveler's journey across touch points - websites, mobile apps and booking systems. With Connect's new AI models now built into these unified profiles, we can analyze millions of customer interactions in real-time to deliver truly predictive, personalized experiences. We can now create the next best experience during the booking flow by proactively recommending meal choices that match individual preferences through our mobile app. Our AI-driven pre-order meal system isn't just reflecting past preferences – it's intelligently anticipating what customers will want on their upcoming trips.”

Rohan Shah, Director of Customer Data and Identity – United Airlines 

TUI Group is the world's leading integrated tourism business, offering travel services, hotels, cruise ships, and airline operations to over 34 million customers annually.

"We have onboarded more than 10,000 customer service experts on Amazon Connect. We use it for call, for chat, for all kinds of elements. We brought down the contact to book ratio down by 25%. We brought down our average handling time down from the 11 minutes to a lot less than nine minutes today. We saw that our sales per customer service call also improved with more than 20% by the usage of more optimized processes and more clear customer solutions in Connect."

Ramon Delima, Global Director, Customer Service and Operations – TUI 

SIXT is a leading global mobility service provider with approximately 2,200 locations in over 105 countries.

"For years, we focused on email and voice channels to help customers resolve issues related to their car rentals. With the increasing number of digital sales channels in our business, it became clear that choosing between waiting in call queues and emailing our representatives was becoming outdated and unfit for customers with urgent issues. We decided to pilot Amazon Connect Chat so that customers could receive immediate and personal service on the go. We know that Amazon Connect Chat has been an effective tool for our Customer Service Team because of the great 'Customer Excitement' (CSAT) results it has generated. The Chat channel scores 20% higher on our Customer Excitement metrics than our legacy customer service channels, and our first contact resolution rate has been raised to >90%. We aren’t stopping there: we are going to continue to innovate with 24/7 chat-bot self-service options to further streamline the resolution process for our most common requests as we roll out Amazon Connect Chat for a wider array of use cases."

Dr. Peter Beermann, Executive Vice President of Network & Customer Management - SIXT

Priceline is an online travel agency for finding discount rates for travel-related purchases such as airline tickets and hotel stays.

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"Amazon Connect’s generative AI-powered post-call summary feature has been instrumental for our agents and supervisors in reducing after-call work time and zeroing in on problems more quickly. It has proven to be a cost-effective method and generates valuable data and insights while allowing our agents to focus on the most important thing - the customer."

Kumaraguru Loganathan, Contact Center Technology Manager - Priceline

From America's favorite small cities to world-class destinations, Allegiant Air makes leisure travel affordable and convenient with low fares, nonstop flights, and premier travel partners.

"We were looking for ways to make it easy for customers to get help while on the go to improve our customer experience. Amazon Connect SMS allows our customers to easily get answers to travel-related questions such as flight status, reservation changes, baggage allowance, and more. Customers can easily send us a text message with their question to start the conversation, and customer service agents can manage multiple customer conversations simultaneously, increasing the number of customers we can support by up to 30% while increasing customer satisfaction by 20%. We're excited about the convenience it brings to our communication strategy, making it easier to support our customers every step of the way."

Michael Sullivan, Vice President of Customer Care, Allegiant Air

Choice Hotels is a leading global lodging franchisor with a vast network of nearly 7,000 hotels, representing almost 570,000 rooms across 40 countries.

"Today, our team spends significant time to understand customer data relationships and create data mappings. Data objects such as hotel booking or loyalty can be very complex with multi-level nesting. Using the Amazon Connect generative AI data mapping feature will reduce the onboarding time and provide guidance on which data columns to use for the unique identification of a profile. With it, we will onboard future specialized data sources much quicker and enrich our Guest 360 profiles with the data to power our real-time personalization initiatives."

Michael Bennett, Distinguished Engineer, Choice Hotels