Move beyond traditional support models with AI-powered insights, automation, and personalized customer interactions.
Contact centers are at the forefront of business transformation, evolving from cost centers to strategic assets that drive customer satisfaction and loyalty. This book provides a comprehensive guide to modernizing contact centers through the strategic implementation of AI technologies, cloud solutions, and innovative agent tools.
Through real-world case studies, strategic frameworks, and practical implementation guides, we explore how leading organizations are revolutionizing their contact centers. From intelligent call routing and sentiment analysis to generative AI-powered agent assistants and omnichannel customer experiences, we cover the full spectrum of modern contact center capabilities.
Whether you're a contact center leader, a CX executive, or a technology implementer, this book provides actionable insights to help you transform customer service operations, improve agent experiences, and deliver exceptional customer satisfaction while optimizing operational costs.
Have questions about contact center modernization? Want to explore specific concepts in more depth? Chat with an AI assistant that specializes in contact center transformation and the content of this book.
Access additional resources, tools, and reference implementations from AWS to help you implement AI-powered contact center transformation in your organization.
Discover AWS solutions for cloud-based contact centers, including omnichannel communications, AI-powered services, and advanced analytics.
Explore Amazon ConnectTailored contact center solutions for small and medium businesses, designed for quick deployment and scalability.
Learn MoreMachine learning use cases specifically for contact centers, including conversational analytics, agent assistance, and customer insights.
Explore ML Use CasesDiscover partner solutions for Contact Center as a Service (CCaaS) available on AWS Marketplace.
Browse SolutionsImplementation guide for creating generative AI agents for your contact center using Amazon Bedrock, Amazon Lex, and Amazon Connect.
View on GitHubComprehensive hands-on workshop for building a modern contact center with Amazon Connect including setup, configuration, and best practices.
View on GitHubEnd-to-end solution for creating, managing and visualizing surveys for your Amazon Connect contact center.
View on GitHubImplementation for real-time call transcription, analytics, and agent assistance powered by Amazon language AI services.
View on GitHubComprehensive solution for analyzing call recordings, transcripts, and customer interactions after calls are completed.
View on GitHubAPI for integrating your existing web applications with Amazon Connect, embedding the Contact Control Panel and handling agent states.
View on GitHubEnhancement of Amazon Connect and Amazon Lex with generative AI capabilities for more intelligent conversational interfaces.
View on GitHubStay up-to-date with the latest contact center technology insights, customer stories, and implementation guidance on the AWS Contact Center blog.
Read the BlogVideo guide for easy setup and configuration of cloud-based contact centers using Amazon Connect.
Watch VideoDemonstration of intelligent call center capabilities with Amazon Connect.
Watch on YouTubeHands-on workshops covering various aspects of Amazon Connect and contact center implementations.
Explore WorkshopsDeploy generative AI agents in your contact center for voice and chat using Amazon Connect, Amazon Lex, and Amazon Bedrock knowledge bases.
Read Blog PostAdd conversational AI capabilities to any contact center with Amazon Lex and Amazon Chime SDK.
Read Blog PostImplement live call analytics and agent assistance using Amazon language AI services.
Read Blog PostImplement post-call analytics for your contact center with Amazon language AI services.
Read Blog PostGenerative AI solution that responds to customer inquiries across multiple languages and platforms, with no coding required.
Explore SolutionImplementation guide for real-time transcription in Amazon Connect IVR using Whisper.
View on GitHubChoose the format that works best for you.
Meet the mind behind this book.
