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Communications service providers (CSPs) face critical challenges in their contact centers, including high operational costs, inconsistent customer experiences, and protracted transitions to Cloud Contact Center as a Service (CCaaS) solutions. Contact Center Modernization solutions on AWS address these issues by using generative artificial intelligence (AI) to power real-time agent assist, customer interaction analytics, and conversational AI that enhances personalization. These solutions can contribute to a decrease in average handle time, an increase in first call resolution, and an improvement in customer satisfaction scores.
Deploy a multi-channel, multi-language conversational interface (chatbot) that responds to your customer's questions, answers, and feedback, powered by large language models (LLMs).
Pure SaaS platform for real-time and historical reports, dashboards, and analytics for IVR, ACD, call routing, and call recording. The platform provides fully integrated and end-to-end reporting for the entire contact center operation including speech and text analytic and quality monitoring.
Local Measure Engage for Amazon Connect is an omnichannel agent desktop for contact centers to manage inbound customer calls and direct messages across WhatsApp, Facebook Messenger, Twitter, email, Web Chat, and SMS via a single inbox.
SuccessKPIs provides Business Intelligence capabilities with advance analytics. This AI-driven platform can extract sentiments, locations, product mentions, brands,events, competitive threats, specific topic detection, etc
An analytics solution that can bring together inbound engagements, outbound campaigns and the rich data that understanding the entire interaction can bring.
Bring Amazon contact center intelligence to life for use cases including Agent Assist, Sentiment Analytics, Agent Coaching, Chatbot effectiveness, IVR and IVA Validation, Machine Scoring, Live Call Analytics, Post Call Analytics, Customer Journey Mapping and more.
This Guidance provides Artificial Intelligence powered speech analytics and conversation insights in real time to boost agent productivity and improve the customer experience.
This Guidance offers a scalable, cost-effective approach to call analytics by gathering actionable insights to spot emerging trends, identify agent coaching opportunities, and assess the general sentiment of calls.
