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Amazon Connect

Contact centres on Amazon Connect, and the AI agents that answer, summarise and route.

7 posts, newest first. Every subject

2025

  1. Working With Amazon Connect for Modern Voice AI

    Real-time voice AI is hard on architecture because timing and state have to stay in step. How Amazon Connect, AgentCore and Nova 2 Sonic make it simpler than older Twilio and Chime SDK designs.

    Armakuni. A seven-minute read.

  2. Maximising Contact Center ROI with Amazon Connect

    Leaders are starting to see the contact center as a source of efficiency and loyalty, not only a cost. How Amazon Connect changes the return on it.

    Armakuni. A four-minute read.

  3. Moving From Legacy IVRs to Amazon Connect: Here's What You Should Know

    Legacy IVRs are costly to maintain, slow to change and frustrating to call. What to know before moving one to Amazon Connect.

    Armakuni. A five-minute read.

  4. Harnessing AI with Amazon Connect: Smarter, More Cost-Effective Customer Experiences

    Customers won't wait on hold or press 1 for this and 2 for that, and businesses want their people on the hard calls. How AI in Amazon Connect gives them both.

    Armakuni. A four-minute read.

  5. Redefining Agent Productivity with Generative AI in Amazon Connect

    McKinsey estimates that 50 to 60 percent of contact center interactions are routine. How generative AI in Amazon Connect takes on that work and cuts handling time.

    Armakuni. A five-minute read.

  6. Smarter Call Summaries with Generative AI in Amazon Connect

    Rushed call notes lose what customers said, and 73% of consumers switch after repeated poor experiences. How generative AI in Amazon Connect writes the summary instead.

    Armakuni. A five-minute read.

  7. How Amazon Connect Creates Seamless Omnichannel Experiences

    Every broken handoff between channels loses a customer's context, and the post puts the revenue gap at 287%. How Amazon Connect carries the context from one channel to the next.

    Armakuni. A five-minute read.

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