AWS re:Invent 2025 - Turning Complexity into Effortless CX with Amazon Connect (MAM211)

Turning Complexity into Effortless CX with Amazon Connect

Partnership and Approach

• NT has a 17-year history in the contact center and customer experience (CX) space
• Focused on building solutions and services to deliver value for clients, not just transactional capabilities
• Consultative approach based on 40+ years of experience running and operating contact centers
• Advisory services to understand business requirements and CX maturity, not just features and capabilities

Addressing CX Challenges

• Legacy infrastructure and tech debt with on-premises/hosted solutions and mainframes
• Lack of AI and CX skills at scale, despite hype and promise
• Complexity from multi-vendor, multi-cloud solutions and need for governance, security, and compliance

AWS Portfolio and Engagement Model

• Advisory services to understand business requirements and CX maturity
• Professional services for customized, bespoke solutions, not just configuration
• Managed services to simplify operations, including:
  • Global service desks with local presence
  • Unlimited moves, adds, and changes (MACDs)
  • Synthetic testing and proactive monitoring

AI Agents vs. Human Agents

• AI agents excel at simple, repetitive, and predictable tasks, replacing traditional IVRs
• Human agents still critical for handling complexity, empathy, and unpredictable queries
• Combining AI and human agents, with AI augmenting and supporting human capabilities

AI-Driven Sourcing

• AI can deliver contact center solutions at a fraction of the cost of human agents
• Enables onshoring in sensitive industries like finance, healthcare, and public sector
• Frees up human agents to focus on higher-value, more complex interactions

Innovation and Accelerators

• Foresight: Real-time speech analytics to enable compliance, coaching, and performance management
• Agentic AI Communications Gateway: Stitches together voice, AI, and business systems for composable solutions
• NAMS: Generative AI-powered platform to quickly deploy pre-packaged contact center components

Customer Examples

• Global African FSI with diverse customer base: Used agentic AI bots for structured and unstructured customer journeys
• Newer FSI with younger customer base: Leveraged agentic AI to minimize manual filtering and improve self-service
• European bank: Migrated mature contact center estate to cloud-native, AI-powered solutions

Future Vision: Agentic AI for Contact Center Managers

• Models to proactively manage SLAs, agent performance, and customer experience
• Automated decision-making to optimize contact center operations in real-time
• Enhancing human contact center managers, not replacing them