Category: Contact Center

Customer service agents communicate with many individuals using channels such as inbound and outbound calls, emails, chats, and social media messaging. For channels like email or social media messaging, there is typically a target timeframe within which the agent needs to reply to the customer. Learn about an AI-powered solution called Smart Reply developed by Axrail, an AWS Advanced Tier Services Partner that provides outcome-based digital transformation through analytics and application modernization.

Cloud-based contact centers that leverage AI for enhancing the customer experience are gaining wide acceptance. TCS RemacX is an AI-powered CX collaboration space that extends Amazon Connect’s out-of-the box capabilities. It provides ways for customers to get insurance quotes, for example, and assists customer with FAQs using Amazon Lex. It also supports proactive customer communication like automated reminders for payments due using Amazon Pinpoint, and video calling using Amazon Chime.

How can you create and deliver consistent, convenient, and unified customer experiences that drive growth? Learn how Accenture’s Connected Customer Experience solves these challenges through its Unified Agent Portal, which provides truly omnichannel (voice, chat, SMS, email, and video) interaction handling, ticket management, dashboards and reporting, and role-based views for agents and supervisors in a user-friendly single pane of glass.

Many organizations record calls which are potential gold mines of rich insights about customer satisfaction, customer churn, competitive intelligence, service issues, agent performance, and campaign effectiveness. However, the sheer volume of phone calls exceeds a contact center’s ability to review and analyze them in order to glean those valuable insights. Learn how SourceFuse used custom microservices development to design a call center solution for a healthcare customer.

A digital journey is of strategic importance for many organizations, and digital transformation enabled by cloud technologies has increased efficiency and raised productivity with improved stakeholder experiences. To achieve these outcomes, transformation initiatives need to be holistic, interlinked, and inclusive. Learn how to supercharge customer experiences and make your contact center future-ready by leveraging HCLTech’s Fluid Contact Center Intelligence (Fluid CCI) and AWS AI/ML services.

Some contact center platforms don’t offer native integrations with AWS AI/ML services. Consequently, customers must learn to live with a “just enough” contact center until their license agreements expire, look for other options beyond AWS, or wait for the platform provider to build the integrations in future releases. Learn how Universal Speech Solutions (also known as Unispeech) created AWS AI/ML plugins that enable the non-native integrations.

Today’s global marketplace relies heavily on contact centers for streamlining, maintaining, and maximizing customer service and sales at scale. Explore the role of machine learning solutions in transforming contact centers and the key aspects of Quantiphi’s contact center intelligence (CCI) solution built on AWS. Learn how it helped a U.S.-based consumer healthcare organization address contact center challenges by using custom artificial intelligence and ML techniques.

Servion started collaborating with AWS on hosting custom applications built for contact center customers. This helped Servion acquire knowledge of AWS services related to security, administration, load balancing, database, and networking. Learn how to build differential and personalized experiences using Amazon Connect contact flows, AWS Contact Center Intelligence (CCI) services, and ServDesk agent widgets.

XAPP AI is an AWS Machine Learning Competency Partner that provides conversational AI solutions empowering the next generation of customer service and rapid ROI. Learn about a conversational self-service (CSS) solution created by XAPP AI and powered by AWS AI services. The solution gives you the ability to provide this level of self-service experience by allowing users to ask natural language questions and get accurate answers from existing corporate knowledge bases.

Cogito Dialog provides human-aware technology to help professionals elevate their performance. With Cogito’s AI, you can instantly analyze hundreds of conversational behaviors to provide live in-call guidance combined with a real-time measure of customer experience. This post highlights the features and benefits of Cogito Dialog’s integration with Amazon Connect, and explores how the two solutions coupled together provide a powerful start-to-finish solution for your call center.