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● Pay-as-you-go pricing: No upfront investment or long-term contracts, pay only for what you use, including active calls and features.
● No infrastructure overhead: Eliminate the cost and complexity of managing on-premise hardware and software.
● Elastic scaling: Automatically scale resources to match call volumes—whether during peak hours or slow periods.
● Global deployment: Launch in multiple AWS regions to ensure consistent global performance.
● Rapid deployment: Launch a fully functional contact center in minutes—no hardware required.
● CRM integration: Connect easily with platforms like Salesforce, Zendesk, and other AWS services.
● Unified interface: Handle voice, chat, and tasks within a single platform for a seamless experience.
● Centralized control: Manage routing, reporting, and analytics for all channels from one place.
● Personalized experiences: Route calls based on customer history, preferences, and real-time sentiment analysis.
● Increased efficiency: Minimize wait times by connecting customers to the most suitable agent faster.
● End-to-end encryption: Keep customer data secure throughout the interaction.
● Industry-standard compliance: Fully compliant with HIPAA, PCI DSS, GDPR, and more.
● Amazon Lex integration: Use conversational AI to automate routine interactions through self-service.
● Real-time insights: Leverage Amazon Transcribe and Comprehend for transcription and sentiment analysis during calls.
● Actionable reporting: Monitor agent performance, call trends, and customer satisfaction through detailed reports.
● Custom dashboards: Visualize critical metrics to support data-driven decisions.
● Work-from-anywhere: Agents only need an internet connection to operate efficiently from any location.
● Scalable teams: Quickly onboard, train, and manage remote agents with ease.
● Rapid deployment: Launch a fully functional contact center in minutes—no hardware required.
● CRM integration: Connect easily with platforms like Salesforce, Zendesk, and other AWS services.
● Faster resolutions: Intelligent routing and smart integrations ensure customers get support quickly.
● Proactive engagement: Deliver personalized follow-ups and continuous service to build lasting relationships.
Amazon Connect simplifies global communication by managing a vast network of telephony providers—so you don’t have to. No need to juggle multiple vendors, sign complex multi-year contracts, or commit to peak call volumes.
With support for Direct Inward Dialing (DID) and toll-free numbers across 20+ countries, plus 200+ outbound calling destinations, Amazon Connect enables you to expand your reach effortlessly.
Powered by Amazon Connect, enables seamless voice and video communication directly within your website or mobile app. With just a single line of code using a fully managed widget or SDK, you can deliver highly personalized customer experiences through in-app, web, and video calls.
Screen sharing allows agents to instantly understand customer issues and guide them in real-time—speeding up resolutions and reducing frustration. Customers can connect with your support team without ever leaving your app, creating a smooth, uninterrupted experience.
Key benefits include:
With Cloud Techon, deliver smarter, faster, and more human-centric customer support—right where your users need it most.
Call quality plays a vital role in both customer satisfaction and agent productivity. Poor audio can disrupt conversations, prolong resolution times, and lead to customer frustration.
With Amazon Connect, calls are made over the internet using a PC or similar device through the built-in softphone, which delivers high-fidelity 16kHz audio. Engineered to resist packet loss, it ensures consistently clear, reliable voice quality—creating smoother interactions and faster resolutions.
Amazon Connect Flows, available through Cloud Techon, is a powerful drag-and-drop workflow builder that lets you create, personalize, and automate end-to-end customer and agent experiences—across all channels.
With Flows, you can:
Flows also offer native AWS Lambda integration, enabling you to build custom workflows that connect to other AWS services—like Amazon DynamoDB, Redshift, or Aurora—or external platforms such as CRMs or analytics tools.
This no-code/low-code solution reduces development time, lowers operational costs, and allows you to deliver dynamic, personalized contact center experiences at scale.
Powered by Amazon Connect, enables businesses to deliver seamless, human-like voice and chat interactions that elevate customer satisfaction while reducing costs and improving efficiency.
These conversational experiences are powered by:
Using drag-and-drop workflows, businesses can quickly build and deploy intelligent self-service solutions without the need for complex third-party integrations or custom development.
Additionally, Amazon Q in Connect introduces generative AI-powered virtual assistants, delivering hyper-personalized, context-aware support across channels—taking customer engagement to a whole new level.
Powered by Amazon Connect, brings intelligent email management to your contact center—enabling you to prioritize, route, and automate customer email interactions with ease.
With Amazon Connect Email, you can:
Email interactions use the same powerful tools—routing, configuration, analytics, and management—as all other Amazon Connect channels, ensuring a consistent and seamless omnichannel experience.
Plus, when combined with Amazon Connect outbound campaigns, you can deliver proactive, personalized email communications that enhance customer engagement and satisfaction.
Powered by Amazon Connect, empowers businesses to offer flexible and secure communication through real-time and asynchronous channels—including chat, SMS, and popular messaging apps.
Customers and agents can interact at their convenience while enjoying seamless transactional experiences, such as:
With Amazon Connect for WhatsApp, you can:
All messaging interactions are managed using the same routing, configuration, analytics, and management tools as other Amazon Connect channels—ensuring a consistent, unified omnichannel experience across voice, chat, email, and more.
Powered by Amazon Connect, enables you to run large-scale outbound campaigns across voice, SMS, and email—helping you reach customers faster, boost agent productivity, and maintain regulatory compliance.
Using the intuitive Amazon Connect admin console, you can:
Best of all, these capabilities are built-in, eliminating the need for complex and costly third-party integrations—so you can scale outreach effortlessly while maintaining a unified, omnichannel customer experience.
Amazon Connect offers a powerful predictive dialer as part of its outbound campaign capabilities—designed to increase efficiency and connect agents with live customers faster.
Using advanced machine learning (ML), the dialer can detect the difference between a live answer, voicemail, or busy signal, ensuring agents are only connected to real conversations. It also dynamically adjusts dialing pace based on real-time agent availability to optimize performance.
Choose from three flexible dialer modes to suit your campaign needs:
This intelligent dialing solution helps reduce idle time, improve connection rates, and streamline high-volume outreach without the complexity of third-party integrations.
Deliver a unified customer service experience across voice, chat, email, and tasks with a single interface. powered by Amazon Connect.
Agents work more efficiently with one platform for routing, queuing, analytics, and management, eliminating the need to switch between multiple tools. Your automated workflows and chatbots seamlessly operate across channels, so there’s no need to recreate interaction flows for each one.
Customers can engage on their preferred channel—whether that’s voice or chat—based on convenience or wait times. Even if they switch agents or channels, their interaction history is preserved, ensuring continuity without repetition.
With Cloud Techon, you build your call flows, routing rules, and reports once and reuse them across all channels—resulting in lower resolution times, consistent experiences, and improved customer satisfaction.
Amazon Connect, powered by Cloud Techon, uses a unified interface and intelligent routing engine to streamline both calls and chats—ensuring fast, accurate responses.
With skills-based routing, customer interactions are automatically directed to the most suitable agent based on key factors like:
This precision routing minimizes wait times and boosts first-contact resolution, empowering your agents to deliver faster, more effective support while enhancing the overall customer experience.
Staying on top of follow-ups is key to delivering exceptional customer service. Amazon Connect Tasks, integrated by Cloud Techon, helps you efficiently prioritize, assign, and track tasks—ensuring nothing falls through the cracks.
Agents can manage tasks just like handling a call or chat, even when tasks involve external systems. No more juggling spreadsheets or forgetting follow-ups. With automated workflows, repetitive tasks can be completed without agent involvement, freeing up valuable time.
Optimize your contact center operations with the Rules Engine in Amazon Connect, implemented by Cloud Techon. This powerful feature automates performance monitoring and triggers repeatable actions based on predefined conditions—enhancing operational efficiency, agent effectiveness, and customer satisfaction.
With Amazon Connect Contact Lens, quality managers can automatically check interactions for compliance with policies or regulations by setting rules based on keywords, phrases, sentiment, or other conversation insights.
Supervisors can also receive real-time alerts when customer experiences or agent performance dips—allowing them to proactively support their teams in the moment.
Amazon Connect Voice ID, enabled by Cloud Techon, brings real-time voice authentication and fraud detection to your contact center—making every interaction faster, safer, and smarter.
Using advanced machine learning, Voice ID analyzes each caller’s unique vocal characteristics and carrier metadata to instantly verify their identity. This reduces reliance on security questions and shortens call handling times.
In parallel, it screens for potential fraudsters using a customizable watchlist—alerting your team in real-time to suspicious activity and helping prevent fraud before it happens.
Amazon Q in Connect, backed by Cloud Techon, delivers advanced generative AI capabilities directly to your customers—empowering them with intelligent, conversational self-service across both voice and digital channels.
This out-of-the-box, customizable virtual assistant supports 30+ languages and can engage in natural, multi-turn conversations. It effortlessly handles everything from simple FAQs to complex and ambiguous support queries, reducing agent workload while enhancing customer satisfaction.
The Amazon Connect Agent Workspace, supported by Cloud Techon, is a single, user-friendly interface that empowers agents with everything they need to deliver fast, efficient, and personalized customer service.
From one streamlined dashboard, agents can:
✅ Access customer profiles and interaction history
✅ Manage tasks and track ongoing issues
✅ View schedules and workforce assignments
✅ Receive real-time, generative AI-powered assistance
✅ Work seamlessly across voice, chat, email, and more
Empower your agents to resolve customer issues faster and more accurately with automated, contextual step-by-step guides—all within the Amazon Connect Agent Workspace, powered by Cloud Techon.
Using a simple drag-and-drop workflow designer, you can:
✅ Create personalized guides tailored to each type of customer issue
✅ Automatically surface relevant guides based on call queue, customer data, or IVR responses
✅ Seamlessly integrate with your business applications to enrich agent context
✅ Offer guides directly to customers via chat for efficient self-service
These dynamic workflows ensure agents always follow best practices, boosting first-call resolution rates and customer satisfaction.
Amazon Q in Connect, integrated by Cloud Techon, empowers agents with real-time intelligence by analyzing live calls and messages using generative AI.
✅ Detects customer issues instantly from the conversation
✅ Delivers personalized responses and action steps in real time
✅ Recommends step-by-step guides, tailored to the context
✅ Pulls relevant information from internal knowledge bases and your website
This smart assistance reduces handling time, enhances accuracy, and boosts customer satisfaction—ensuring your agents are always one step ahead.
Simplify post-contact tasks with AI-generated summaries that are clear, concise, and structured. Within seconds of a customer interaction ending, Amazon Connect captures key details from the conversation—allowing agents and supervisors to quickly review the context, understand customer needs, and take appropriate action without delay.
Amazon Connect Customer Profiles empowers agents with real-time access to complete, up-to-date customer data—enabling more personalized and efficient service. It automatically consolidates information from various sources like CRMs and databases into a single, unified profile, matching key identifiers such as phone numbers or email addresses in real-time.
By combining customer details with conversation history—including transcripts and sentiment—agents gain a 360° view of each customer. With the help of generative AI, they can resolve issues faster and deliver a more tailored experience, ultimately boosting customer satisfaction (CSAT).
Amazon Connect Cases simplifies how agents handle customer issues that span multiple interactions. With a centralized, unified view, agents can easily track cases—documenting key details like issue summaries, timestamps, customer info, and current status.
Cases can be automatically or manually created, helping agents efficiently manage everything from billing inquiries to product issues. By enabling follow-up tracking and collaboration with internal experts, Connect Cases improves resolution times, enhances operational efficiency, and ultimately boosts customer satisfaction.
The Contact Control Panel (CCP) is a simple, user-friendly interface that enables agents to manage voice and chat interactions with ease. From the CCP, agents can take calls, respond to chats, transfer customers, place them on hold, and handle other essential functions seamlessly.
Integrated directly into the Amazon Connect Agent Workspace, the CCP can also be used as a standalone tool. This flexibility allows you to embed and customize it within your existing internal systems like CRMs or marketing platforms enhancing your agents’ efficiency without disrupting your current workflows.
Accurately predict customer service contact volumes with Amazon Connect Forecasting. Powered by machine learning, this feature analyzes historical trends to deliver precise short-term (15- or 30-minute intervals) and long-term (daily, weekly, monthly) forecasts—without requiring a minimum amount of historical data.
Intraday forecasts update every 15 minutes to reflect rest-of-day volume predictions, helping you stay responsive and agile. These forecasts can be revised and published regularly, enabling smarter capacity planning and more efficient agent scheduling to meet customer demand.
Optimize staffing and control labor costs with Amazon Connect Capacity Planning. This tool helps you estimate full-time equivalent (FTE) requirements and staffing budgets, while enabling what-if analysis to refine service-level targets.
By determining how many FTEs are needed to meet performance goals for a given period, you can align resources more effectively. Share these insights with HR, finance, and training teams to streamline hiring, onboarding, and workforce development.
Ensure optimal coverage and meet customer demand with Amazon Connect Scheduling. Working seamlessly with forecasting and capacity planning, it creates efficient schedules based on agent availability, business rules, and service-level goals.
Schedulers can adjust shifts and immediately see the impact on staffing and occupancy. Publish schedules directly in the agent workspace, and empower agents with self-service options to request overtime or time off—without manual approvals.
Machine learning dynamically adjusts schedules in real-time, optimizing rest breaks and freeing up managers to focus on coaching and performance.
Amazon Connect Contact Lens provides deep insights into voice and chat interactions by analyzing sentiment and conversation trends. This enables supervisors to proactively ensure agent compliance, reduce escalations, and improve service quality. With fast, full-text transcript search and smart categorization, supervisors can quickly identify and address recurring issues, monitor key performance drivers, and replicate successful conversations.
Real-time alerts empower supervisors to intervene and coach agents during live interactions, enhancing customer satisfaction and overall contact center performance.
Amazon Connect enables you to automatically monitor customer conversations for compliance and quality by using both rule-based logic and generative AI. Easily create and manage custom categories using specific criteria such as keywords, sentiment shifts, interruptions, or periods of silence.
The system intelligently tags key elements of each interaction—such as issues raised, outcomes, and required actions—while surfacing conversation highlights that can be expanded into the full transcript. This automation streamlines quality assurance and provides valuable insights into customer interactions at scale.
Minimize After Contact Work (ACW) and enhance customer satisfaction—especially for transferred calls—with AI-generated summaries of customer conversations. These structured, easy-to-read summaries are created within seconds after a contact ends, capturing key details and context. Agents and supervisors can quickly review the conversation, understand the issue, and take prompt action, streamlining follow-up and improving overall resolution efficiency.
Amazon Connect automatically detects and redacts sensitive customer information—such as names, addresses, and social security numbers—from call recordings and transcripts. You can also customize which additional data fields to redact based on your business needs. Access to redacted and non-redacted data is securely managed through user-defined permission groups, helping protect sensitive information and ensure compliance with privacy regulations.
Evaluate 100% of customer interactions automatically using Amazon Connect Contact Lens with generative AI, helping you assess agent performance at scale. Managers can define evaluation criteria through simple conversational prompts and receive context-rich, AI-generated answers with justifications.
This approach reduces compliance risks, uncovers coaching opportunities, and saves significant evaluation time. For greater flexibility, managers can automate specific questions within evaluation forms and review or modify responses before finalizing submissions.
Amazon Connect Contact Lens enables seamless screen recording alongside audio, allowing businesses to capture both what agents say and what they do during customer interactions—across voice calls, chats, and tasks.
This capability gives managers a complete view of agent performance by combining visual activity with ML-powered conversational analytics and evaluation tools. As a result, supervisors can more effectively monitor interactions, ensure quality, and identify opportunities for training and improvement.
Gaining deep visibility into your contact center operations is essential for enhancing efficiency and reducing costs. Amazon Connect provides robust analytics tools, including customizable dashboards that display both real-time and historical performance metrics. You can also stream detailed contact data to your preferred data lake and analyze it alongside other business metrics like customer satisfaction or conversion rates.
This empowers contact center managers to make informed, data-driven decisions, improve agent productivity, and minimize customer wait times. Historical insights further help identify recurring issues and optimize long-term operational performance.
Amazon Connect includes built-in call recording capabilities, allowing you to monitor agent interactions and evaluate performance. These recordings help ensure quality assurance, support agent training, and enhance the overall customer experience through continuous improvement.
Amazon Connect supports a wide range of technology partners, offering seamless integrations that can be deployed quickly with minimal setup. These include solutions for workforce management (WFM/WFO), CRM systems, mapping and location services, and more. For businesses with unique needs, Amazon Connect also provides an extensive API reference guide to help build tailored, custom integrations with existing systems.
Amazon Connect’s analytics data lake empowers you to access and analyze rich contact center data—such as contact trace records and Contact Lens insights—using your preferred business intelligence and query tools. With built-in zero-ETL support, you can directly query third-party data sources without needing complex or costly data pipelines. This unified access to Amazon Connect and external data allows organizations to generate customized reports, define unique performance metrics like customer lifetime value, and apply AI/ML models to uncover opportunities for contact center optimization and improved decision-making.
Amazon Connect offers pre-built and customizable dashboards that give contact center managers deep visibility into performance metrics, helping drive efficiency and reduce costs. Updated every 15 seconds and storing up to three months of data, these dashboards provide both real-time and historical insights.
Managers can tailor the dashboards by adjusting visual layouts, applying custom time ranges and filters, and exporting data as needed. This flexibility enables more informed decision-making and a clearer understanding of operational trends and agent performance.
Amazon Connect seamlessly integrates with Salesforce Service Cloud to unify digital and voice interactions within the Salesforce CRM, creating a streamlined experience for agents. This native integration enables intelligent routing and workflow management across both Amazon Connect and Salesforce channels, ensuring customers are connected to the right resource—whether self-service or a live agent.
With AI-driven self-service across Amazon Connect’s channels, customers can resolve common issues quickly. When human assistance is needed, the handoff to an agent is smooth, with the agent receiving full context—including customer history, data, and ongoing issues—within a single unified interface.
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