Sold by: Amazon Web Services
Legacy contact centers were not built for how customers want to interact today. Long wait times, disconnected channels, and agents without context create friction that drives customers away. AI Powered Contact Centers on AWS helps organizations migrate to Amazon Connect Customer or transform an existing Amazon Connect Customer environment with AI-powered capabilities that modernize the entire customer experience. The engagement covers agentic self-service, agentic assistance with Amazon Q in Connect, omnichannel routing, and AI-driven analytics, delivered through a modular framework sized to match your organization's scale and complexity. Whether you operate with 100 agents or 10,000, AWS Professional Services configures a right-sized implementation with the specific components your business needs. From foundation architecture to production-ready customer journeys, the engagement is structured so your team is positioned to own and operate the contact center independently after go-live.
Overview
Contact centers sit at the intersection of customer experience and operational cost. When they work well, customers get fast resolutions and agents feel empowered. When they do not, customers leave and agents burn out. Most legacy contact center platforms were designed for a world where voice was the only channel and AI was not part of the conversation. That world no longer exists.
AI Powered Contact Centers on AWS is an AWS Professional Services offering that helps organizations migrate to Amazon Connect Customer or transform an existing Amazon Connect Customer deployment with AI-powered capabilities across agentic self-service, agentic assistance, analytics, and omnichannel engagement.
The offering uses a modular framework designed to match the scale and complexity of your business. Rather than a one-size-fits-all engagement, AWS Professional Services configures the right combination of components based on your agent count, journey complexity, integration requirements, and strategic goals. Five size tiers cover organizations from small teams to large enterprise operations, each with pre-defined delivery blocks, established effort hours, and fixed pricing.
What the engagement delivers: Foundation and architecture implementation: Enterprise-grade Amazon Connect Customer architecture deployed in your AWS account with governance, security, and scalability built in from day one. The implementation follows the Amazon Connect Center of Delivery Excellence best practices developed across hundreds of customer deployments.
Customer journey development: Production-ready customer journeys configured for your in-scope contact center operations, including conversational AI design, Amazon Lex development and tuning, and agentic self-service capabilities per journey. The number of journeys included scales with the module size selected.
Agentic assistance: Amazon Q in Connect configured to automatically detect customer issues, surface contextual information, suggest responses, and recommend next actions. Agents work from a unified workspace that brings together everything they need for faster resolution.
Omnichannel implementation: Voice, chat, email, SMS, and digital channels unified into a seamless experience with intelligent routing that preserves context across every interaction. Customers engage on their preferred channel with agentic self-service and smooth transitions to human agents when needed.
Custom integrations: Flow integrations connecting Amazon Connect Customer to your existing applications using customer-provided APIs, including full development, testing, and production deployment. Integration count is scoped during discovery. Analytics and reporting. Amazon Connect Contact Lens configured for generative AI-powered post-call and real-time analytics, custom data modeling for business-unit-specific reporting, and third-party integration support for workforce management, quality management, and compliance platforms.
A dedicated engagement team is assigned to your implementation, composed of specialists in Amazon Connect Customer architecture, security, conversational AI, application development, DevOps, and engagement management. Team composition and duration scale with the module size selected.
Optional add-on modules are available for organizations that need additional capabilities: the Amazon Connect Customer Configuration Orchestrator for automated deployment, the Amazon Connect Customer Agent Experience Portal for custom agent workspaces, and discovery workshops for comprehensive readiness assessment and journey mapping.
Knowledge transfer is embedded throughout the engagement. AWS Professional Services works alongside your team at every stage so your organization is positioned to own, operate, and evolve the contact center independently after go-live.
Beyond Amazon Connect Customer, AWS Professional Services brings deep expertise across the full Amazon Connect family of agentic AI solutions. Whether your organization needs Amazon Connect Decisions for supply chain planning and intelligence, Amazon Connect Talent for AI-powered high-volume hiring, or Amazon Connect Health for patient engagement and clinical workflow automation, our team can help you design, implement, and operationalize these solutions individually or as part of an integrated strategy.
To learn more or request a private offer, contact our team and we will work with you to configure the right engagement for your organization.
Highlights
- Migrate to Amazon Connect Customer or transform your existing deployment with agentic self-service, Amazon Q in Connect for agentic assistance, omnichannel routing, and generative AI analytics. A modular framework lets AWS Professional Services configure the right-sized implementation for your organization, from small teams to large enterprise operations, with fixed pricing and pre-defined delivery blocks at every tier.
- Deploy production-ready customer journeys with conversational AI design, Amazon Lex tuning, and agentic self-service capabilities included. Unify voice, chat, email, SMS, and digital channels into a seamless experience with intelligent routing that preserves context across interactions. Amazon Q in Connect gives agents automatic issue detection, contextual information, and suggested responses in a unified workspace.
- A dedicated team of Amazon Connect Customer specialists, including architecture, security, conversational AI, DevOps, and engagement management, works alongside your team throughout the engagement. Knowledge transfer is built into every stage so your organization is positioned to own, operate, and scale the contact center independently after go-live. Our expertise extends across the full Amazon Connect family, including Decisions, Talent, and Health.
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