AWS Education Hub

Amazon Connect for Insurance Call Centres

An interactive guide to AWS cloud contact centre services — from telephony and AI agents to analytics and outreach.

10
Services Covered
29
AI Features at re:Invent 2025
3×
Gartner CCaaS Leader
40+
Language Locales (Voice AI)

AWS Services

Canada Life — AWS re:Invent 2025 Featured Customer

AI-powered contact center transformation on Amazon Connect

re:Invent
2025 Presenter
BIZ216
Session Code
AI-Powered
Contact Centre

Transformation Story

  • Migrated from a fragmented, on-premise contact centre to a fully cloud-based, AI-powered solution on Amazon Connect
  • Featured as a keynote breakout at AWS re:Invent 2025 in Las Vegas — one of only a handful of insurance customers showcased
  • Deployed AI self-service agents to handle routine service requests, freeing advisors for complex insurance enquiries
  • Leveraged Amazon Q in Connect for real-time agent guidance and AI-generated post-call summaries
  • Implemented Contact Lens for quality monitoring and compliance assurance across voice and digital channels
  • Achieved measurable reductions in average handle time and after-call work
AWS re:Invent 2025 · BIZ216 — “Redefining service excellence: Canada Life’s AI-powered contact center”
ℹ️ Canada Life is one of Canada’s largest life and health insurance providers, serving over 13 million customers across Canada, the UK, Germany, and Ireland. Their Amazon Connect deployment spans voice, chat, and digital channels and represents a benchmark cloud transformation for the Canadian insurance industry.

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