AWS Architecture Blog
Author: Siva Thangavel
Siva Thangavel is a partner solutions architect working with global systems integrators. He works with AWS partners and customers to provide them with architectural guidance for building AWS Well-Architected applications in AWS environments. He is passionate about designing contact centers to provide the best customer experience.
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 […]
Automating adverse events reporting for pharma with Amazon Connect and Amazon Lex
Every pharmaceutical company manufacturing medicine must provide customers nationwide with a method to report adverse events following medicine usage as well as emergency assistance as needed. To comply with regulatory policy and enable an Adverse Events Reporting System (AERS), pharma companies must provide dedicated, toll-free phone numbers and contact center agents to handle inbound calls. […]