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Amazon Connect

Cloud-based contact center for modern customer service

Amazon Connect - Cloud-Based Customer Contact Center for Improved Customer Experience

Amazon Connect is a highly flexible, scalable, and user-friendly contact center that is easy to deploy and straightforward for agents and call center managers to manage. Amazon Connect is completely cloud-based and does not require a PBX - the technical infrastructure is entirely provided by AWS. As such, it provides superb customer service at a low cost. With our SAP CX Connector, you can also easily connect your SAP systems to Amazon Connect.


The cloud-based contact center solution Amazon Connect already has a number of different plug-ins with AI functionality. Thanks to their enormous AI-based linguistic competence, these tools can provide significant support and relief to users and agents. They can also assist managers with analytics and improve quality management. Last but not least: AI takes the customer self-service experience to an unprecedented level.

Benefits of Amazon Connect

Relieve your contact center agents in the front and back office
Cost-efficient and scalable
Increase availability and calls per agent
AI-powered plug-ins improve your company's support quality 
Improve overall customer experience and satisfaction

Use Cases for Improving Customer Service with Amazon Connect

Contact Center Automation

Use natural language chatbots, interactive voice response (IVR), and automated voice authentication for customers.

Real-time and historical analyses

Improve performance and reduce costs with powerful analytics tools, including visualization, to make business decisions.

Tasks management

Prioritize, assign, and track agent tasks to completion, including working in external applications to ensure customer issues are resolved quickly.

Web and mobile chat

Support customers on the web and mobile devices. Implement native integration with Apple Business Chat.

SAP CX Connector

As an AWS and SAP partner, Arvato Systems offers an SAP-CX Connector that brings all customer CRM data into the AWS Connect contact center. Call center agents can manage the entire customer interaction process in a fully integrated way.

Based on SAP Standard OData Services, all customer data can be accessed directly in the Amazon Connect Center. Core functions such as creating, updating, and closing a ticket in the SAP CX Customer Center can be handled within the application.

Upon receipt of a call/chat with the ability to identify the SAP CX customer, the Arvato Systems Connector automatically creates a call ticket within the SAP CX Cloud solution. At the end of the communication, the customer service agent can decide whether the ticket can be closed directly or requires a follow-up activity by selecting the appropriate option in the call frame. The result is stored within the SAP CX solution via an OData call.

If required, the call center agents can start a CRM process directly and jump to the SAP CX service area on the corresponding web page with pre-filled customer master data. 

The SAP CX Adapter is fully integrated into an AWS Connect extension package from Arvato Systems. No code or customizing changes are required in the SAP CX Cloud system. This reduces project integration time and costs for our customers already using SAP CX CRM processes.

Our Partner

Amazon Web Services

As a member of the AWS Partner Network (APN), we support our customers in using the global portfolio of AWS cloud services for their innovations and thus accelerate their Digital Transformation. For this purpose, we have founded the "Arvato Systems AWS Business Group".


We have maintained a close partnership with SAP for many years. Whether SAP Customer Experience (CX) or SAP S/4HANA - with great passion and excellent know-how, we help our customers select, customize, and implement the best SAP solution.

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Frequently Asked Questions about Amazon Connect

  • Amazon Connect is a powerful omnichannel cloud contact center that helps you set up a contact center quickly and easily. By communicating across different channels, your customers benefit from a personalized experience. Take advantage of this advanced technology for your business!

  • More and more people are using Amazon to make their purchases. To offer these customers the best possible service, Amazon has developed a contact center solution: Amazon Connect. The flexible and highly scalable solution has been available on the open market since 2017.

  • With Amazon Connect, you can integrate your contact center services with the AWS cloud to take advantage of the benefits of the public cloud. In addition, Amazon Connect offers several other benefits, including:

    Scalability: The solution can scale very quickly to meet the needs of the business.

    Flexibility: Amazon Connect provides a flexible platform for companies to customize and extend their contact center services.

    Cost efficiency: The solution is very cost-efficient and can typically be operated at significantly lower costs than traditional contact center solutions.

  • As a long-standing AWS partner with numerous customer projects, we have the necessary and professional know-how regarding consulting, implementation, configuration, and operation of the public cloud and its solutions.

Your Contact for Amazon Web Services

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Steffen Groba
Expert for Amazon Web Services