In today’s hyper-competitive business environment, C-suite leaders are aligning digital investments with one key question:
“How are we using AI to accelerate business outcomes while reducing operational costs?”
For customer experience (CX) and contact center leaders, the answer lies in transforming every interaction—across voice, chat, and digital touchpoints—into a moment that drives deeper relationships, efficient service, and measurable business value.
That’s the promise of Amazon Connect’s next-generation platform—a fully integrated, AI-powered contact center solution that makes every interaction smarter, faster, and more human.
The Problem: Piecemeal AI Creates Fragmentation and Frustration
AI has long promised transformation, but most organizations have implemented it in fragmented ways:
- One tool for self-service automation
- A separate platform for agent assistance
- Another system for call analytics
- And yet another for workforce forecasting
This disconnected approach increases costs, creates integration headaches, and fails to share intelligence across systems. Worse, teams are forced to make trade-offs about which areas deserve AI investment, often leaving valuable channels behind.
And for many, unpredictable pricing models based on AI consumption add another layer of uncertainty, making it harder to commit to long-term innovation.
The result? Missed opportunities, limited ROI, and slow adoption.
The Solution: Unified, AI-Native Amazon Connect
That’s why we’re excited to introduce the next generation of Amazon Connect—built to directly address these challenges.
Now offering:
- First-party generative AI capabilities across every customer channel
- Unified architecture that eliminates tool sprawl and redundant systems
- “All-you-can-use” AI pricing based solely on your channel usage—not your AI consumption
With this evolution, Amazon Connect becomes the single intelligent platform that integrates native AI across the full customer journey—from self-service automation and agent augmentation to analytics, performance coaching, and workforce optimization.
Built-in AI Across the Entire CX Lifecycle
1. AI-Powered Self-Service
Deliver natural conversations across voice and digital channels using Amazon Lex, powered by Bedrock foundation models. Available in 25+ languages, self-service flows adapt to customer needs in real time—reducing call wait times and agent workloads.
2. Intelligent Agent Assistance with Amazon Q
Amazon Q in Connect listens in real-time, detecting customer intents and retrieving relevant answers, support articles, and step-by-step action recommendations—pulled from internal knowledge bases, CRMs, and your own websites. It continuously improves as your business evolves.
3. Generative Post-Call Summaries
Automatically summarize conversations—including sentiment, actions taken, and next steps. These summaries reduce after-call work (ACW), preserve context across call transfers, and empower agents with instant context when a customer reconnects.
4. Conversational Analytics
Search, tag, and analyze 100% of voice and chat transcripts. Extract trends, measure sentiment shifts, and monitor agent performance. New capabilities for SMS and email analytics are launching soon, creating full visibility across all channels.
5. Performance Evaluation & Quality Assurance
Replace sampling with automated evaluation of every interaction. Identify coaching opportunities, detect compliance risks, and accelerate agent reviews—all using machine learning-driven scoring.
6. Screen Recording
Pair screen recording with analytics to gain a complete picture of customer interactions and agent workflows, enabling richer quality control and process optimization.
7. Forecasting & Workforce Management
Eliminate spreadsheets with AI-based workforce planning that automatically adjusts forecasts, schedules, and capacity in real-time. Handle agent leave requests and shift swaps without supervisor intervention.
Simpler, Predictable Pricing: AI Without Cost Surprises
AI adoption should never be restricted by cost modeling complexity. That’s why the new Amazon Connect introduces a game-changing pricing model:
Pay only for your channel usage (voice minutes, chat sessions)—not your AI features.
That means:
- No more surprise charges for NLP usage or model calls
- No feature gatekeeping—you get unlimited AI capabilities
- Easier cost forecasting for finance and operations teams
Now, companies of all sizes can confidently embed AI across their contact center workflows without compromise.
Unified, Not Piecemeal: A Fully Integrated AWS-Native Platform
Unlike vendors that stitch AI onto legacy systems, Amazon Connect is built on AWS and leverages native services such as:
- Amazon Bedrock (for foundational LLMs)
- Amazon Q (agent intelligence)
- Amazon Lex (voice/chat bots)
- Amazon Kendra (intelligent search)
- Amazon SageMaker (ML training)
- Amazon Forecast (workforce prediction)
All of these services are pre-integrated and optimized to work seamlessly within the Connect console, reducing the time and complexity of adoption.
No third-party add-ons. No integration delays. Just click and enable.
Future-Proofing Your Customer Experience
This isn’t just another contact center platform upgrade. The next-generation Amazon Connect marks a shift toward truly agentic AI systems—where automation and human support co-exist in harmony to:
- Build long-term customer relationships
- Reduce operational overhead
- Enable better business outcomes from every interaction
With no-code deployment options, pre-integrated AI services, and automatic platform upgrades, you stay ahead of customer expectations while letting AWS handle the technical heavy lifting.
You’re not just adopting AI—you’re embracing a continuously evolving, learning customer service engine.
Get Started Today
Amazon Connect remains one of the easiest enterprise-grade contact centers to deploy. You can:
- Enable AI features in just a few clicks
- Scale from 10 to 10,000 agents—instantly
- Continue using existing Connect services without disruption
Whether you’re a global enterprise or a fast-scaling disruptor, this next-generation platform lets you elevate every customer interaction with intelligence, automation, and agility—at a predictable price.
