Queues that never end. Chatbots that deflect. Customers who leave before you help. Amazon Connect Customer is agentic AI that actually resolves issues autonomously across voice, chat, and digital, then hands off to human agents with full context. Automate the routine. Free your people for the moments that matter.

Queues that never end. Chatbots that deflect. Customers who leave before you can help them. Your customers mean everything to you, but today’s CX tools can’t make them feel special.

Amazon Connect Customer is an agentic AI solution for customer experience that makes every customer feel seen and heard. AI agents reason, act, and resolve customer issues autonomously across voice, chat, email, and digital. When a moment needs a human, it hands off with full context, so no one repeats themselves and nothing starts over.

Your customers get answers in the moment, on the channel they already use, without waiting or repeating their story. When a request takes a few steps, they can see each one on screen as they talk it through, with patented technology. When they need a person, your team already knows who they are and what they need, so issues are resolved on the first try, freeing your people for the conversations that build loyalty. And because every conversation is understood, everyday interactions become insight you can act on with confidence.

From tracking orders and rebooking travel to billing and appointments, it handles the everyday moments and the complex ones. If you can describe the experience you want, you can build it with Amazon Connect Customer. See all that’s possible with our agentic CX solution.

The proof is in the outcomes. Toyota Insurance resolves 60% of inquiries instantly. Canada Life cut wait times by 94% and saved $7.5M in half a year. NatWest, US Bank, and leaders across financial services, insurance, healthcare, and retail trust Connect Customer at scale. A recognized leader by Gartner and Forrester, on AWS infrastructure meeting FedRAMP High, HIPAA, PCI DSS, and GDPR.
Make customers feel special, and become the brand they never leave.

For more than 30 years, the CCMA has been dedicated to supporting contact centre leaders. We push ourselves to do more for our thriving membership base, which is the largest community of industry professionals in the UK.

The CCMA was founded with the goal of sharing best practice and networking to improve skills and knowledge in order to progress contact centre operations - and we live by that to this day.