AWS Architecture Blog
Category: Contact Center
Channel deflection from voice to chat using Amazon Connect
This post was co-written with Sagar Bedmutha, senior solutions architect at Tata Consultancy Services, and Rajiya Patan, AWS developer at Tata Consultancy Services Service excellence helps cultivate customer satisfaction and brand loyalty. According to Gartner, one service excellence challenge is long wait times on interactive voice response (IVR) systems. Long wait times can translate into […]
Enhance Your Contact Center Solution with Automated Voice Authentication and Visual IVR
Recently, the Accenture AWS Business Group (AABG) assisted a customer in developing a secure and personalized Interactive Voice Response (IVR) contact center experience that receives and processes payments and responds to customer inquiries. Our solution uses Amazon Connect at its core to help customers efficiently engage with customer service agents. To ensure transactions are completed […]