How to Build Your Own Amazon Connect

Real-time AI analysis of contacts that provides agents with personalized responses, recommended actions, and step-by-step guides based on conversation context

Automatic AI summarization of cases for quick context understanding and case resolution

Automatic AI-generated summaries of customer conversations that are structured, concise, and capture important information for quick agent and supervisor review

Natural conversational experiences through IVR, chatbots, and agentic AI that independently resolve customer needs with complete context across 30+ languages

Integration with Amazon Bedrock for advanced AI agent customization including Bedrock agents and third-party agents via Model Context Protocol

Real-time and asynchronous communication through chat, SMS, WhatsApp Business, and Apple Messages for Business with secure data collection

Enable customers to request callbacks instead of waiting in queue, included with voice service

Receive, prioritize, assign, and automate resolution of customer service emails with auto-responses and case creation

16kHz high-quality audio with packet loss resistance through the Amazon Connect softphone for superior call quality

In-app, web, and video calling with screen sharing capabilities using managed communication widgets or SDK with minimal code

Native integration with Apple Messages for Business for messaging over iMessage

Native integration with AWS Lambda for building custom experiences and automating processes across AWS services and third-party systems

Connector integration for Amazon Connect to receive voice from external systems with real-time and post-call analytics

Easy integration with third-party applications such as CRMs, analytics solutions, and custom business systems

Support for integrating third-party speech-to-text (STT) and text-to-speech (TTS) providers for specialized voice solutions

AI-powered analysis of contact center conversations providing sentiment analysis, compliance checking, and insights across voice, chat, email, and messaging

Customizable metrics, dashboards, and API access for creating tailored analytics and performance monitoring

Analytics and insights specific to workflow flow design and execution across channels

Automated performance evaluation tools for both agents and self-service interactions to track quality and effectiveness

Complete visibility into service operations with AI-powered analytics showing customer experience metrics and agent effectiveness across all interaction types

Visual workflow designer to create, personalize, and automate end-to-end customer and agent experiences across channels including IVR and chatbot experiences

Automatically calls customers on a list with four dialer modes: predictive, progressive, preview, and agentless with machine learning-based answering machine detection

Automate performance monitoring and perform repeatable actions based on contact center conditions for compliance checking, real-time alerts, and operational optimization

Intelligent forecasting and automated scheduling insights to optimize workforce management and predict staffing needs

Automated intelligent scheduling of agents based on forecasts and business rules

Prioritize, assign, and track agent tasks to completion including work in external applications with workflow automation for non-agent tasks

Single unified application providing agents with customer information, task management, AI-powered assist, workforce schedules, and case management with customizable themes

Automated guides that walk agents through optimal resolution steps based on context like call queue, customer information, or self-service responses

Automatic data collection and matching from business systems to create unified profiles with support for custom attributes and data from external sources

Real-time unified customer view combining data from CRMs, contact history, customer sentiment, and product interactions with AI-powered personalization recommendations