Category: Amazon Connect

Customer expectations are rising, and delivering seamless, AI-enhanced support is now essential. Discover how the Accenture AWS Business Group (AABG) is transforming contact center operations with their Connected Customer Experience (CCE) offering on AWS. Learn how generative AI-driven capabilities empower agents and enhance customer interactions, driving efficiency and modernization for businesses.

The Agent AI Ally solution revolutionizes call center operations by harnessing generative AI to provide agents with real-time, contextual support and product information during customer interactions. Powered by Anthropic’s Claude 3.5 Sonnet model through Amazon Bedrock, the solution delivers instant insights and suggestions while analyzing customer responses in real-time. This comprehensive platform integrates key AWS services including Amazon Connect, Transcribe, and Kendra to create a powerful system that enhances agent performance and customer satisfaction through AI-driven assistance and efficient data processing

Vonage’s Fraud Protection Solution helps businesses combat evolving fraud threats by enhancing their application’s security with information from the telecom domain. It offers features like real-time number checking, fraud scoring, SIM swap detection, and multi-factor authentication. This modular solution enables companies to build a comprehensive defense-in-depth strategy without distracting from their core objectives.

SnapLogic is an AWS Advanced Technology Partner and AWS Competency Partner. Through its visual, automated approach to integration, SnapLogic uniquely empowers business and IT users to accelerate integration needs for applications, data warehouse, big data, and analytics initiatives.

The integration between Amazon Connect and ServiceNow represents a significant step forward, merging advanced cloud-based contact center solution with a leading digital workflow platform. This powerful combination will enhance customer experiences, streamline operations, and extend the power of voice channel as a pivotal element in service management.

Contact centers often face challenges due to lack of visibility into customers’ omnichannel experiences. Joulica’s Customer Journey Analytics solution, part of AWS Contact Center Intelligence, provides a unified, real-time view of each customer’s journey across voice, digital, and social interactions. Built on AWS data streaming architecture, it empowers agents with holistic customer understanding and enhances customer satisfaction and brand perception through optimized experiences.

Contact centers can improve customer experiences using generative AI, which creates new content and conversations. Accenture’s Connected Customer Experience (CCE) solution incorporates AWS services to provide personalized human and AI interactions. It uses generative AI for agent assist, call summarization, and self-service FAQs. By leveraging generative AI on AWS, CCE aims to enhance agent productivity, reduce handle times, and deliver exceptional customer experiences.

The move to cloud-based contact centers (CCaaS) enables innovations like remote agents, sentiment analysis, and AI to improve customer experience. Operata offers a CX monitoring platform for Amazon Connect that provides observability into these connections, helping teams manage shared responsibility, analyze performance, anticipate issues, and optimize resources. Investing in visibility through tools like Operata sets CCaaS customers up for operational success.

Infosys is leveraging AWS generative AI capabilities like Amazon Bedrock and AWS Trainium to enhance its enterprise solutions. For example, Infosys Personalized Smart Video uses Amazon Bedrock to create rich, dynamic video content, while Infosys Cortex applies generative AI to analyze call transcripts and improve customer engagement. Overall, Infosys is rapidly adopting AWS’ flexible and scalable generative AI services to boost automation, productivity and user experience across its portfolio.

With TCS RemacX, you can integrate the email channel with an agent desktop powered by Amazon Connect. TCS RemacX is an intuitive cloud-based omnichannel agent customer experience collaboration space powered by Amazon Connect, providing call context while leveraging AI to assist agents in first contact resolution. It adheres to an established SLA that the contact center supervisors can oversee and maintain.