AWS Partner Network (APN) Blog

Category: Messaging

Joulica-APN-Blog-040424

Optimize Customer Journey with a Bird’s Eye View of Customer Interactions from Joulica

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.

How Accenture’s CCE Solution Powered by AWS Generative AI Helps Improve Customer Experience

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.

Contact-Center-2023-Adobe-1

Operata Service Monitoring and Assurance for Cloud Contact Centers and Amazon Connect

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-APN-Blog-011624

How Infosys is Reimagining Enterprise Solutions with Generative AI on AWS

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.

Intelligent Email Response Management Using Amazon Connect and TCS RemacX

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.

How to Integrate Amazon CloudWatch Alarms with Atlassian Confluence Knowledge Articles

Atlassian Confluence lets you create, capture, and collaborate on projects or ideas while creating and sharing knowledge articles with your colleague and organization. Learn how to use an AWS Lambda function to customize Amazon CloudWatch alarm notifications and embed an Atlassian Confluence knowledge article within it. We’ll also explore the option to build a pipeline to carry the metrics notification from source instance to CloudWatch and Amazon SNS.

Optimize Your Contact Center Experience with Amazon Connect Ready Partners

With the contact center and customer experience industry evolving rapidly, more businesses are seeing the benefits of investing in innovative solutions, like Amazon Connect, to streamline their systems. We’re excited to announce the Amazon Connect Ready specialization to support seamless customer engagement across multiple channels; improve employee productivity through enhanced data collection; and provide analytics, insights, and optimization dashboards.

Transforming Contact Centers with an AI-First Approach Using Amazon Connect and IBM Consulting CCM

Contact center agents operate under vast pressure to find quick customer service solutions—yet they often lack the tools to do so. The IBM Consulting Contact Center Modernization (CCM) solution with Amazon Connect is an intuitive, omnichannel cloud platform that addresses complex and costly issues faced by businesses. By leveraging speed and operational efficiency, and by delivering exceptional customer experiences, IBM Consulting CCM enables brands to jump-start their journey towards success.

Contact-Center-2023-Adobe-1

eGain Cobrowse Provides Collaborative, Real-Time Support for Amazon Connect Contact Centers

Customers expect contact center agents to provide them with guided digital support and collaboration when they fill out an online form or perform complex transactions on the website. Explore a deployment scenario where Amazon Connect, integrated with Salesforce Service Cloud, powers the voice interactions while eGain’s Cobrowse console allows agents to offer cobrowsing capabilities to agents. Get details about the functionality provided by this integrated solution and the deployment steps for setting it up.

Salesforce-APN-Blog-040623

Integrating Amazon Connect Natively into Salesforce Using Service Cloud Voice

Salesforce Service Cloud Voice (SCV) natively integrates the Amazon Connect contact center platform into Salesforce’s CRM software. This delivers a new contact center solution that brings together voice conversations, digital channels, and CRM data. Learn about the pre-built integrations, deployment options, and architectural mapping patterns pertaining to SCV, and see an example of inbound customer journey with data flow and API calling sequence.