AWS Contact Center

In today’s competitive business landscape, delivering exceptional customer experience (CX) is no longer a luxury—it’s a necessity. At the heart of this evolution lies the power of insights and analytics, transforming how organizations understand, predict, and respond to customer needs. Amazon Connect is at the forefront of this revolution, offering cutting-edge solutions that harness the […]

Amazon Connect is an easy-to-use cloud contact center that helps companies of any size deliver superior customer service at a lower cost. And now, with newly released features including simplified building, generative AI enhancements, and easily accessible observability, it’s never been easier to create, manage, and optimize effective self-service experiences for customers. Self-service customer support […]

In today’s digital-first world, businesses increasingly rely on chat interactions to serve customers efficiently and cost-effectively. Many common customer service scenarios require collecting sensitive information – from processing payments and updating shipping addresses to verifying identity and accessing account details. However, gathering this data securely while maintaining compliance with regulations like PCI DSS, GDPR, and […]

Introduction As organizations across industries seek to elevate their customer service capabilities, the adoption of cloud-based contact centre solutions like Amazon Connect has emerged as a strategic priority. For NatWest Group, a leading banking and financial services group in the United Kingdom, the opportunity to enhance customer experiences through an Amazon Connect-powered contact centre was […]

Automating email parsing and analysis helps prioritize urgent matters, personalize responses, and identify sensitive information, improving customer experience and agent productivity. Implementing automated email processing solutions enables organizations to take appropriate actions based on the content, such as escalating important issues, sending automated responses, or avoid routing emails that don’t require a response, such as thank-you notes. Email analysis also allows for detecting intent, sentiment, keywords, and personally identifiable information (PII).

Introduction Contact center teams are increasingly motivated to communicate with customers to address potential issues before they arise. By anticipating and meeting customer needs proactively, organizations aim to improve customer loyalty and ultimately increase revenue by preventing customer dissatisfaction and churn. But, to be effective, proactive communication needs to be personalized, engaging, and connected across […]

Two-way communication is the cornerstone of strong relationships. While reactive customer support is crucial for organizations of all types, proactive outreach can take customer satisfaction to new heights. But organizations must send the right message, to the right person, at the right time. The latest innovations announced in Amazon Connect empower organizations to initiate targeted […]

We will introduce how generative AI contributes to VoC (Voice of Customer) analysis in contact centers, particularly focusing on the advantages of methods using the latest LLM (Large Language Model) technology and their superiority when compared to conventional approaches.

ANA X leveraged its expertise and options to successfully migrate from an on-premises PBX-centric call center system to the cloud-based Amazon Connect. This article shares the background and successful experience, touching on the possibility for readers to realize system migration and operation on their own.

Gartner, a company that delivers actionable, objective insight to executives and their teams, has published the 2024 Gartner Magic Quadrant for Contact Center as a Service (CCaaS). Amazon Web Services (AWS) was named a Leader for the second year in a row, and we believe this is a testament to the innovation of Amazon Connect, our […]