Amazon Connect Customer: Agentic CX on AWS.
Deploy faster, automate smarter, and improve every customer interaction with Connect and Amazon Connect Customer.
Connect is an AWS Advanced Partner with a global presence and a proven 35-year track record of success in the contact centre and customer experience (CX) domain.
We combine day-one Amazon Web Services (AWS) deployment experience, deep contact centre expertise and practical systems-integration capability to help clients modernise customer engagement without disruption.
Our approach is built around measurable business outcomes: faster launches, stronger adoption, smarter automation and continuous optimisation once the platform is live.
Our AWS Advanced Partner status and experience also qualifies for participation in the Migration Acceleration Program (MAP) programme, which can unlock streamlined funding and approval processes to better support partner-led migrations to the cloud.
Due to our vast experience, domain expertise, and unrivalled skill set in the cloud environment, Amazon selected Connect to serve as one of only five Nuance replacement strategic partners worldwide.
Why choose Connect?
- AWS partnership: As an AWS Advanced Partner, we help clients unlock the full value of Amazon Connect Customer and the AWS consumption-based model.
- Migration confidence: We bring a structured migration approach that reduces risk, protects service continuity and helps teams move from legacy platforms to cloud-native CX with confidence.
- Day-one deployment experience: Our team has gained deep experience delivering Amazon Connect projects quickly, safely and at scale since day one.
- Data-Driven Insights: Using advanced AI, machine learning and proven data science techniques, our Connect Data-Driven Insights team transforms operational data into actionable recommendations across chat transcripts, call recordings, emails and ticketing information. By following the science to identify patterns, trends and optimisation opportunities, we help clients elevate CX, improve efficiency, reduce costs and deliver measurable business value and return on investment.
- AI-first delivery: We design agentic experiences that help resolve customer needs, automate routine work, support human agents and create measurable operational improvement.
- Managed services: For clients who do not want to manage their own estates or the Amazon relationship, we provide ongoing service support, optimisation, change management and roadmap support.
- Single partner model: We simplify contracting and delivery by coordinating AWS services, integration work, specialist partners and operational support through one accountable relationship.
- Hub of expertise: Our Centre of Excellence brings reusable patterns, governance and proven delivery methods to each engagement.
Built for faster engagement.
We offer a practical accelerator package for organisations that want to move quickly, plus a full range of professional services from quick start deployment to full enterprise migration.
Our delivery approach follows a clear path: understand the current environment, design the target experience, deploy safely and optimise continuously once live.
We are comfortable working within agile or waterfall delivery methodologies, aligning our delivery paradigm to your governance, risk profile and operational needs.
Designed for AI-enabled outcomes.
We help clients use AI to provide insight across every customer interaction, automate routine work, improve quality management and reduce total cost of ownership over time. Our focus is on practical AI that improves containment, supports agents, reduces manual effort and helps leaders act on trusted operational data.
Our conversational AI and agentic engagement capabilities are platform agnostic, complementing Amazon Connect Customer where it adds value and integrating with backend systems, third-party models and enterprise data sources where needed.
Integration that adds value.
We go beyond standard Amazon Connect Customer deployments by designing solutions that are tailored to how your teams work. This includes fully customised end-to-end agent desktops with embedded agent tools, custom portals for call recording, dashboards for historical reporting, conversational AI analysis, outbound dialler solutions and seamless integrations into all major third-party platforms. We also take a balanced approach to CRM and CSM integrations, focusing on the areas that create measurable operational value rather than commoditising the voice layer. Where required, we can also support branded workspaces, case-management extensions, secure workflows and platform enhancements that fit your governance and service model.
Experience across enterprise platforms.
Our AWS deployment experience includes integration with Salesforce Voice, ServiceNow and Zendesk environments. We also work with a broader partner network to extend capability where required, including solutions from SequenceShift and Verint for regulated environments, and specialist support across analytics, automation and workforce optimisation.
Flexible pricing and total cost of ownership.
Connect helps clients calculate predicted spend, understand the AWS consumption-based model and identify where automation can reduce total cost of ownership. This gives stakeholders a clearer view of commercial impact before, during and after migration.
Amazon Connect Customer supports two broad starting points:
- A core tier for customers that want to begin with essential functionality and scale over time.
- An AI-rich option for organisations that want AI embedded across the experience from the outset. Its consumption-based model helps organisations avoid traditional seat-based constraints while paying for the channels and capabilities they use.
The Connect advantage:
- Faster value: Quick-start accelerator options help clients prove value quickly before scaling into wider transformation.
- Experience across industries: We bring practical insight from complex contact centre and customer service environments across multiple sectors.
- Operational resilience: We design transitions to protect service continuity, support adoption and minimise unnecessary disruption for agents, customers and IT teams.
- Managed services: We provide ongoing operational support, optimisation, change management and AWS relationship management for clients that want a partner-led operating model.
- Digital desktop integration: We deliver end-to-end agent desktops with embedded tools that improve service quality, agent productivity and customer experience.
- Partner ecosystem: We connect AWS services, specialist partners and integration capability into one coordinated delivery model.
Our Connect360 approach.
The partnership between Connect and Amazon is built on a shared commitment to delivering measurable business value. We do this through our Connect360 portfolio of services, a holistic approach to meeting client needs by combining multiple layers of expertise.
Our Connect360 framework ensures our clients are equipped with the expertise needed to achieve meaningful business outcomes, foster innovation, and deliver sustainable growth.
At its core, Connect360 represents a comprehensive approach to supporting our clients throughout their entire journey, enabling success from initial strategy through to seamless implementation, adoption, and continuous value-driven optimisation.
Discover the full suite of Connect360.
Contact centre success hinges on adaptability, collaboration, innovation and a relentless dedication to customer satisfaction. The Connect360 solution is a suite of integrated services designed to empower your organisation to excel in an ever-evolving market.
Ready to see Amazon Connect Customer in action?
Book a demo with Connect to explore your requirements, assess your current environment and identify the fastest practical path to value with Amazon Connect Customer.
We can also share relevant AWS customer success stories, discuss accelerator options and help you decide whether a quick-start, managed service or enterprise migration path is right for your organisation.
Choose the right engagement model.
Start with an accelerator package, expand through targeted professional services, or move into a fully managed model. Whether your priority is migration, AI automation, omnichannel design, outbound engagement, integration, agent desktop modernisation or ongoing optimisation, Connect can shape a delivery approach around your business outcomes.
Every engagement is shaped around practical outcomes: better customer experiences, stronger agent performance, lower operating costs, clearer insight and a platform that can keep evolving as AI capabilities mature.
About Amazon Connect Customer.
Amazon Connect Customer is an AI-native customer engagement platform that brings together human agents, AI agents, omnichannel routing, analytics, workforce optimisation and customer data. It supports direct customer engagement through AI agents as well as real-time agent assist, helping teams resolve more interactions, reduce handle time and improve service consistency.
The platform is fully omnichannel, supporting inbound and outbound voice, email, web chat, browser- and app-based voice and video, SMS, WhatsApp and other social direct messaging channels. Connect helps clients unify these channels with the right operating model, integration architecture, AI roadmap and support services.
Our partnerships.
We’re partnered with industry-leading CCaaS providers to deliver seamless solutions and integrations across your environment.
About'Connect.
Connect is a global customer experience specialist, systems integrator and digital transformation partner with industry-leading, technology-enabled capabilities. Founded in 1990, we’ve evolved alongside every major industry shift; from on-premise to cloud, voice to omni-channel, and now AI-enabled experience. Built on this extensive market experience, our approach is focused on delivering outcomes-based solutions that accelerate value, informed by what it takes to operate, scale, and continuously improve CX in live environments. We deliver end to end, from the network that carries customer contact, through interactions in the contact centre, to the integrated back-end systems that support them. This end-to-end accountability creates a unified view of the customer and operations, enabling consistent, reliable outcomes at scale.
Connect with us Connect UK, Connect South Africa, Connect India, Connect USA.
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To find out more about what Connect and Amazon Connect can offer, contact us today.
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