Purpose: Improve contact center performance without increasing headcount.

Why Modernize?

Many organizations are using Amazon Connect as a routing engine only. AI capabilities now available inside Connect allow measurable performance gains without replacing your platform.

Typical Performance Gains

• 5–20% reduction in Average Handle Time
• Faster QA scoring and coaching
• Improved agent consistency
• Reduced after-call work
• Better operational reporting

Modernization Focus Areas

• Real-time transcription
• Automated summarization
• Agent assist knowledge retrieval
• Lex-powered intelligent self-service
• AI-powered quality management

Engagement Model

2-Week AI Upgrade Sprint

• Environment review
• Performance baseline analysis
• AI feature configuration
• Supervisor enablement
• ROI projection model

Who This Is For

• Amazon Connect admins
• IT Directors
• Operations managers
• Growing teams (10–250 agents)