Author: Prabhakar Rajasekar

Introduction For NatWest Group, one of the UK’s largest banks, delivering consistent customer experience consistently is both a business priority and a regulatory requirement. Maintaining uninterrupted service across customer experience operations is fundamental to the bank’s ability to meet its business continuity and disaster recovery obligations. NatWest originally deployed its customer experience platform on Amazon […]

Introduction Siemens Global Business Services (GBS) provides shared services and business process support across more than 80 countries, handling finance, procurement, HR, sales operations, and digital services for all Siemens business units. Their inbound contact operations manage a wide range of topics — from order and delivery management to employee lifecycle queries and technical support […]

1. Introduction When you manage a contact center schedule, you face a recurring challenge: fitting non-phone activities (coaching sessions, team meetings, training blocks, and one-on-one reviews) into agent schedules without degrading service levels. These activities support agent development, compliance, and operational goals, but every minute an agent spends in a coaching session is a minute […]

Introduction As one of the UK’s leading financial institutions, NatWest Group delivers a wide range of banking services across retail, commercial, and private banking sectors. The bank enhanced its customer service capabilities in 2019 by deploying Amazon Connect Customer across its contact centers. This implementation provided NatWest with comprehensive analytics and detailed insights into customer […]

Introduction As one of the UK’s leading financial institutions, NatWest Group delivers a wide range of banking services across retail, commercial, and private banking sectors. The bank faced a significant challenge in modernising their contact center operations from their existing legacy platform, in managing their Natural Language Call Steering (NLCS) engine, which needed to process […]

Agents are critical components of any contact center, and it is essential for organisations to provide them with the right tools for success. By supporting agents effectively, companies not only improve the agent experience but also enhance the end-customer experience. To address this need, Amazon Connect Customer offers AI agents that provide real-time, personalised recommendations […]

Workforce management (WFM) is essential for contact center success. It matches staff levels to call volume patterns, which reduces customer wait times and operational costs. Effective WFM ensures the right agents with the right skills are available all the time to handle customer contact volume. This systematic approach to scheduling maximizes both agent productivity and […]

Companies often add self-service capabilities to their websites or mobile applications, such as frequently asked questions (FAQs) or knowledge articles, to help customers address their queries. When that customer escalates to a live agent for help, they are often asked to repeat the same information they may have entered or browsed on the app or […]