Title

AWS re:Invent 2022 - What’s new in contact centers with Amazon Connect (BIZ202)

Summary

Pasquale DiMaio, General Manager for Amazon Connect, discusses the evolution of customer service and the challenges faced by contact centers, including increased customer engagement, the great resignation, and rising customer expectations.
Amazon Connect is highlighted as a cloud-based, scalable solution for contact centers, offering rapid innovation, natural language understanding, and integration with other AWS services.
Adobe's journey with Amazon Connect is shared, detailing their challenges with legacy systems and their successful migration to a more stable, scalable, and omnichannel platform.
Saks Fifth Avenue's experience with Amazon Connect is also discussed, emphasizing the importance of personalization, data-driven decision-making, and rapid innovation.
The session covers new features and capabilities of Amazon Connect, including agent workspace improvements, forecasting, scheduling, and analytics enhancements.
The importance of partnerships with AWS, professional services, and other integrations is stressed for successful transformation and innovation in customer service.

The rapid increase in customer engagement and expectations has put pressure on contact centers to innovate and adapt quickly, making cloud-based solutions like Amazon Connect increasingly relevant.
Amazon Connect's scalability and ability to integrate with other AWS services, such as machine learning tools, provide a comprehensive solution for modern contact centers.
Real-world examples from Adobe and Saks Fifth Avenue demonstrate the tangible benefits of migrating to Amazon Connect, including improved stability, omnichannel support, and enhanced customer experiences.
The new features of Amazon Connect, such as agent workspace enhancements and analytics capabilities, indicate AWS's commitment to continuous innovation and addressing customer feedback.
The session underscores the value of leveraging AWS's ecosystem and expertise to accelerate innovation and improve customer service outcomes, suggesting that AWS is not just a technology provider but a strategic partner in customer service transformation.