Unleash innovation in your contact center with Amazon Connect
summary
Amazon Connect is pitched as a cloud contact center that handles >10 million interactions/day and has launched ~180 major features since 2017 (65 in 2021). It shows concrete tooling: Voice ID for biometrics, Contact Lens for real‑time sentiment and autogenerated call summaries, and an Amazon Lex chatbot designer that builds intents from transcripts in hours. Case results: Traeger adds Apple Business Chat in two weeks and makes it their best first‑contact channel; Vodafone NZ migrates 1,500 staff and collapses 81,000 IVR options; forecasting claims >95% accuracy in preview.
AI-written summary · about
chapters (13)
- 0:00Intro
- 0:37Constant beat of Innovation, powered by the cloud
- 11:52Most businesses don't have the right tools to provide an exceptional customer experience
- 18:58Improve the self-service experience with Al
- 21:22Automated chatbot designer in Amazon Lex
- 24:19Personalize outbound calls and notifications
- 28:32Automate real-time caller authentication
- 29:47Deliver agents a unified customer view
- 30:57Monitor real-time sentiment and get help fast
- 33:41Enable agents with real-time recommendations
- 41:07Empower agents to become superhuman
- 46:04Truist contact center evolution
- 49:28Amazon Connect accredited consulting partners
related talks
31mAmazon Connect and the Future of Cloud Contact Centers
43mAgentic AI with Amazon Connect
21mIntroduction to Data-Driven Customer Engagement
48mReimagining the client experience in banking
39mReach Canadians at scale with Amazon Connect
50mHow Fujitsu Transformed the Customer Experience
39mImprove digital customer engagement with video chat
16mAWS On Air ft. Contact Lens Call Summarization