Amazon Connect: The Future of AI-Powered Customer Experiences
In today’s business landscape, leaders across industries are grappling with a crucial question: How can we leverage AI to accelerate growth while cutting costs? For customer experience (CX) professionals, the answer lies in transforming every customer interaction into a catalyst for success.
AI is poised to revolutionize customer journeys. It starts with enabling effective self-service options. Then, when human intervention is required, it assists agents by providing personalized responses and recommended courses of action. By continuously analyzing interactions, AI identifies patterns in both common issues and successful resolutions. This enables automatic improvements to automated systems and agent guidance.
This connected intelligence can also be applied to operational planning, which will optimize staffing and training to create a unified learning system. This system then gets smarter with every interaction across all channels. Crucially, AI maintains context across multiple interactions, creating continuous conversations. These continuous conversations help cultivate stronger customer relationships, which in turn boost sales and foster customer delight.
However, realizing AI’s full potential across the entire customer experience poses significant integration hurdles, and many organizations have adopted a fragmented AI approach.
These fragmented strategies often lead to hesitation or limited adoption. Organizations become reluctant to commit to AI implementation because of concerns about unpredictable costs, integration complexity, and uncertain return on investment (ROI).
That’s why AWS has unveiled the next generation of Amazon Connect. This new iteration specifically addresses these challenges.
Introducing the Next Generation of Amazon Connect
Amazon has announced that Amazon Connect now delivers first-party AI capabilities across all channels. The platform features ongoing support for future AI capabilities with an ‘all-you-can-eat’ AI pricing model that’s tied to the underlying channel usage rather than AI consumption. This simplifies AI adoption for organizations of all sizes. In doing so, businesses can focus directly on enhancing customer experience without costly trade-offs.
With the new Amazon Connect, an AI journey begins in earnest. Customers automatically benefit from ongoing improvements in AI models, training methodologies, and new agentic capabilities without additional implementation work or costs. This approach removes financial barriers to AI adoption, ensuring that customer experiences remain cutting-edge as technology evolves.
Built on AWS, Amazon Connect natively integrates AI services within your environment without requiring multiple third-party solutions. Leveraging state-of-the-art models from Amazon Bedrock, it integrates seamlessly across the entire contact center operation. Contact center leaders can easily enable, optimize, and manage these native AI capabilities throughout the customer journey: from initial self-service interactions to agent support and conversation analytics that reveal customer sentiment and trends. This unified product eliminates the issues of disconnected systems for different functions. Every customer touchpoint transforms into an opportunity to boost sales and delight customers through continuous learning.
Comprehensive AI Capabilities with Flexible Pricing
The next generation of Amazon Connect levels the playing field by making AI-native capabilities accessible to all organizations, regardless of size, through simplified, predictable pricing. Bundled pricing is directly tied to channel usage (such as voice minutes or chat sessions) rather than AI consumption. Unlimited use capabilities include:
- Customer Self-Service: Provide AI-powered self-service options across voice and digital channels at scale in 25+ languages. These self-service options automatically tailor to customer needs, resulting in reduced wait times.
- Agent Assistance: Amazon Q in Connect identifies customer issues and offers personalized responses and recommendations based on customer information, knowledge repositories, and web content.
- Conversational Analytics: Search call and chat transcripts, analyze sentiment, identify issues, and monitor agent performance with conversational analytics and quality management powered by machine learning.
- SMS and Email Capabilities (Coming Soon): These new capabilities support the future of customer interaction.
- Screen Recording: Supervisors can monitor, evaluate, and refine contact quality and agent performance. This is paired with conversational analytics.
- Post-Contact Summaries: Reduce agent after-call work with AI-powered summarizations of customer interactions. These summaries preserve context when calls are transferred.
- Performance Evaluations: Review and learn from 100% of customer interactions. Supervisors can identify coaching opportunities, realize best practices, and complete evaluations more efficiently.
- Forecasting, Capacity Planning, and Scheduling: Eliminate spreadsheets and guesswork with AI-powered workforce management. The system adjusts to changing patterns in real-time, while automatically handling agent requests without supervisor intervention.
What Customers are Saying
The response to the next generation of Amazon Connect has been extremely positive across industries.
“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 at Virgin Media O2
“Genpact applauds today’s launch of Amazon Connect and its ability to revolutionize customer experience at scale. As an AWS Premier tier partner, our strategic collaboration continues to deepen, and we are excited to leverage Amazon Connect to accelerate our clients toward an agentic AI future. Genpact’s solutions built on Amazon Connect have proven to reduce average handle time by up to 35% while boosting customer satisfaction scores and first-call resolution for over 150 companies with 10,000+ customer service agents. By combining Amazon Connect with Genpact’s deep industry expertise, together we can deliver even greater value to companies, improving customer experience and mitigating risk.” – Sameer Dewan, Global Business Leader for Financial Services at Genpact
“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 at Fujitsu
“At DXC, we make technology work seamlessly, enabling organizations to achieve their greatest potential. Our DXC Customer Experience, powered by Amazon Connect, revolutionizes the contact center space by creating efficiencies, optimizing operations, and enhancing customer experience. This transformation frees up time for our clients to focus on what they do best, leading to significant savings and high team satisfaction. We’re excited to expand our AI-enhanced agent capabilities with the next generation of Amazon Connect, further empowering our clients to excel.” – Chris Drumgoole, President, Global Infrastructure Services at DXC Technology.
Realizing the Vision of an AI-Powered Customer Experience
The next generation of Amazon Connect is designed to directly address the integration challenges and piecemeal approaches that have hindered organizations from realizing AI’s full potential. By providing comprehensive AI capabilities in a unified product with unlimited use and pricing tied solely to underlying channel usage, the platform removes the disconnected patchwork of tools, unpredictable costs, and implementation complexities that have limited AI adoption.
Organizations of all sizes can now confidently grow their business while reducing costs with AI. Your contact center will stay at the cutting edge of customer service technology with automatic updates and new capabilities delivered directly within Amazon Connect. Sophisticated AI capabilities can be implemented without coding required. This enables strategic improvements without technical barriers.
This approach keeps your customer experience continuously improving and your operations future-proofed as customer expectations and AI technologies evolve, allowing you to focus on business outcomes rather than technology integration.
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Organizations that want to continue to use Amazon Connect core capabilities can continue to do so.
