Michael Wallace

In this chalk talk, discover how to leverage Amazon Connect's telephony network to build and scale your global contact center operations. Learn practical migration patterns for voice architecture, cost-effective transfer configurations between business units, and advanced in-app calling capabilities.

Join this hands-on workshop to learn how to use Amazon Connect to deliver real-time, actionable customer insights and data to your contact center agents, enabling personalized customer service experiences.

In this hands-on builders’ session, you explore how to elevate intelligent customer self-service and agent assistance for travel and hospitality use cases using Amazon Connect powered by AI.

Every day, companies are migrating to the cloud to increase agility and scalability and to use new, innovative features. However, migrating to the cloud is not the same for all companies.

While customers expect natural and seamless conversations with their customer service team, delivering cohesive experiences can be challenging. In this session, learn how Amazon Connect, an easy-to-use omnichannel cloud contact center, uses machine learning, automation, and inbound and outbound communication channels across voice and chat to improve business outcomes.

Cloud and AI/ML have redefined what’s possible when building high-performing omnichannel contact centers. In this chalk talk, learn how Amazon Connect can help organizations build high-value, digital-first contact center experiences.

Learn how easy it is to incorporate a voice-based Amazon Lex chatbot into your Amazon Connect contact center. In this workshop, we walk you through configuring your own Amazon Connect contact center, implementing a chatbot, and using it in your workflows to deliver a personalized voice-based caller experience.