Category: Messaging

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.

Learn more about the Next-Gen Digital Analytics, a solution built on Amazon Web Services, using Snowplow and Snowflake. This joint solution empowers organizations to unlock the untapped value of customer behavioral data. It improves data quality, governance, and real-time activation within their AWS environment. By implementing this solution, customers can supercharge the use of Artificial Intelligence (AI) and generative AI adoption to help address key business objectives, such as user acquisition, retention, and customer lifetime value.

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.

HCLTech’s Intelligent Ingestion solution provides automated low-code to no-code approach, simplifying ETL build efforts for both batch and real-time data ingestion workloads. It is built using rich set of AWS services like AWS Step Functions, AWS Glue, AWS Glue DataBrew, AWS Lambda, AWS Lake Formation, Amazon Kinesis, Amazon S3, Amazon Simple Notification Service (SNS), etc., among other services to achieve seamless data integration, transformation and quality assurance. This solution entirely automates ETL ingestion upon a single click (event trigger) and provides reusable ETL workflows for rapid ETL development. It also brings quick actionable insights and decision making into business.

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.