Transforming Contact Centers: Beyond Cost Centers

In this episode of the AWS Podcast, we explore the evolving world of contact centers and Amazon Connect. The discussion covers why contact centers remain critical to both business and public sector operations, and how they're transforming from traditional cost centers into valuable sources of business intelligence. Key highlights include Amazon Connect's integration capabilities with AWS services, particularly through AWS Lambda functions, and the recent implementation of generative AI features including contact summarisation, agent evaluations, and Amazon Q in Connect. The conversation emphasizes how modern technology is helping organizations better understand customer needs, improve agent performance, and maintain human empathy in customer service while leveraging automation. The episode also touches on practical aspects of system integration and data management, demonstrating how Amazon Connect helps organizations overcome traditional barriers in contact center operations. https://aws.amazon.com/connect/ https://aws.amazon.com/blogs/contact-center/introducing-the-next-generation-of-amazon-connect/