AWS Contact Center

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 […]

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 Every customer interaction leaves digital traces that reveal preferences and needs. While businesses collect vast amounts of customer data, most struggle to move beyond basic personalization to understand the ‘why’ behind customer behavior. The key challenge isn’t gathering data—it’s converting these signals into real-time, actionable insights. Whether in retail, airlines, telecom, or entertainment, companies […]

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 across its contact centers. This implementation provided NatWest with comprehensive analytics and detailed insights into customer interactions. […]

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 […]

Introduction  Contact center leaders face an increasingly complex challenge: customers expect instant, personalized service across every channel, while human agents juggle multiple systems, knowledge bases, and workflows to resolve issues. Traditional approaches – building custom integrations for each system, training agents on dozens of applications, and manually updating customer records – are time-consuming, expensive, and […]

The future of customer experience isn’t about choosing between AI efficiency and human connection—it’s about combining both to create something extraordinary. At re:Invent 2025, Amazon Connect unveiled a comprehensive vision for how businesses can transform customer interactions through intelligent AI agents that work with human teammates. Agentic systems promise to autonomously understand, reason, and act […]

Introduction Contact center operations teams often face delays when making routine changes, as traditional approaches require developer assistance and code modifications. Amazon Connect data tables addresses this challenge by enabling administrators to manage operational data through a no-code interface, improving agility and reducing time-to-implementation for common tasks. In this blog post, readers will learn how […]

Toyota Insurance Management Solutions (Toyota Insurance) is a technology-driven insurance agency serving predominantly Toyota vehicle owners across North America. As a forward-thinking organization, Toyota Insurance continuously seeks innovative ways to enhance customer experience while maintaining operational efficiency. Back in February 2025, Toyota Insurance faced a critical decision: their SaaS-based web chat solution for Toyota Auto […]

Introduction Contact center administrators face a persistent challenge: efficiently testing and validating contact flows without disrupting live operations. Traditional approaches—manually calling systems, building custom validation tools, or investing in third-party solutions—are time-consuming and expensive. Large enterprises often allocate significant annual budgets to automated testing tools alone, while manual validation can require days or weeks of […]

1. Introduction Amazon Connect Email delivers built-in capabilities to prioritize, assign, and automate customer service email resolution within Amazon Connect’s unified omni-channel contact center platform. Organizations can manage email interactions alongside voice and chat, route emails based on customer attributes and content, and maintain interaction history within customer profiles. This blog describes how to add […]