Amazon Web Services (AWS) has announced the next generation of Amazon Connect, its AI-powered contact center solution, which now integrates first-party AI across all communication channels. This upgrade eliminates fragmented AI implementations by unifying self-service, agent support, and analytics into a single platform with predictable, channel-based pricing.

Key enhancements include AI-powered self-service, supporting voice and digital channels in over 25 languages to reduce wait times. Agent assistance is improved with Amazon Q in Connect, which provides personalized responses and action recommendations. Conversational analytics help identify trends, customer sentiment, and agent performance insights. Screen recording and post-contact summaries streamline compliance and reduce agent workload. AI-driven workforce management enhances scheduling, capacity planning, and real-time adjustments.

Unlike traditional models that charge separately for AI features, Amazon Connect's pricing is based solely on channel usage, making AI enhancements available for every interaction without additional fees.

Several global enterprises have already implemented Amazon Connect to improve customer experience and efficiency. Virgin Media O2 has seen higher Net Promoter Scores (NPS) and reduced complaint resolution times. Genpact reported reductions in average handle time while improving first-call resolution. Fujitsu improved workforce efficiency, compliance, and customer satisfaction. DXC Technology optimized operations, achieving significant cost savings.

By removing integration complexity and unpredictable costs, Amazon Connect allows businesses of all sizes to leverage AI seamlessly, improving customer interactions and operational efficiency.