EPAM Amazon Connect Customer
Unify customer journeys, equip service teams with real-time intelligence and modernize service operations through AI and automation with Amazon Connect Customer and EPAM’s customer experience, cloud, data, AI and engineering expertise.
Deliver Faster, Smarter, More Consistent Service
Unified experiences are in demand. Your customers expect every interaction to carry forward across channels, with consistent, contextual service wherever they engage. But to deliver, employees need immediate access to the customer history, knowledge and guidance required to deliver it.
customer history, knowledge and guidance required to deliver it.Meeting these expectations requires enterprises to integrate AI, data and human expertise across fragmented applications, legacy infrastructure and service operations, without sacrificing security, governance or operational control.
EPAM brings these experiences, systems and operations together with Amazon Connect Customer. EPAM and AWS help you modernize the journeys, tools and processes behind every customer interaction.
Customer Service Transformation at Global Scale
See how EPAM helped a global bank modernize its UK customer service operations by migrating legacy services and integrating Amazon Connect with Salesforce Service Cloud Voice.
15,000+
agents supported
100,000+
customer calls handled daily
40
business units supported
500+
skills and queues optimized
15
legacy services migrated
How We Work With You
Amazon Connect Customer provides the cloud contact center and AI technology. EPAM integrates that technology with the customer experiences, enterprise data, applications, workflows and governance required to transform service at scale.
Define the Experience
Define the customer and employee experiences you want to create, identify high-value opportunities and develop a modernization roadmap aligned with your business goals.
Build the Foundation
Design and implement an Amazon Connect Customer environment that meets your architecture, security, compliance, performance and scalability requirements.
Connect the Enterprise
Integrate Amazon Connect Customer with CRM, ITSM, identity, knowledge, enterprise data and custom applications to provide complete customer context across channels.
Apply and Optimize Intelligence
Introduce conversational AI, employee assistance, workflow automation and AI agents to resolve routine inquiries, complete tasks across systems and guide employees through more complex interactions. Continuously optimize performance as customer needs and Amazon Connect capabilities evolve.
EPAM Services for Amazon Connect Customer
Engage EPAM for the strategy, technology and delivery expertise you need at any stage of your customer service transformation.
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- Customer experience strategy and journey design
- Amazon Connect Customer architecture and implementation
- Legacy platform and contact-flow migration
- Enterprise integration and custom engineering
- Conversational AI, employee assistance and automation
- Security, compliance and AI governance
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- Analytics, optimization and ongoing support
- Salesforce Voice (previously known as ServiceCloudVoice)
- ServiceNow Integration to Amazon Connect Customer
- OOTB solutions for testing AI Voice/Chat Agents (LIAM)
- Agentic AI Agent add-ons for Amazon Connect Customer
Built for Enterprise Customer Service Complexity
EPAM combines customer experience strategy, AWS expertise and enterprise engineering to create the environment that intelligent customer service requires. We connect AI with trusted enterprise data, customer context and workflows while addressing security, privacy, compliance, governance and human oversight.
Our integrated approach helps enterprises move beyond isolated AI experiments and operationalize intelligent service capabilities across channels, applications and customer journeys.
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AWS Premier Tier Services Partner
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Amazon Connect Service Delivery Partner
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Customer experience, cloud, data, AI and engineering expertise
EPAM'S AWS EXPERTISE
15,000+
AWS-Experienced Engineers
6,000+
Certified AWS Engineers
1,000+
Successful AWS Projects Delivered
200+
Active AWS Projects
32
Solutions on Marketplace
TALK WITH AN AMAZON CONNECT CUSTOMER EXPERT
Build a Smarter Path to Customer Service Modernization
Whether you are replacing legacy infrastructure, connecting fragmented customer journeys or moving AI into production, EPAM can help you define and deliver an Amazon Connect Customer transformation designed around your enterprise.