Posted On: Aug 18, 2020

AWS Contact Center Intelligence (CCI) solutions enable customers using contact center solutions to leverage off-the-shelf functionality powered by machine learning like text-to-speech, translation, enterprise search, chatbots, business intelligence, and language comprehension. AWS CCI solutions allow customers to gain greater efficiencies and deliver increasingly tailored customer experiences within their existing contact center platform—with no machine learning expertise required. 

AWS CCI solutions are focused on three stages of the contact center workflow: Self-Service, Live Call Analytics & Agent Assist, and Post-Call Analytics, and are available through participating APN partners. AWS CCI solutions leverage AWS AI Services, such as Amazon Lex, Amazon Kendra, Amazon Transcribe, Amazon Translate, and Amazon Comprehend. Additional information can be found on the AWS CCI landing page