Category: Customer Solutions

Learn how Berlin-based healthcare scale-up ETERNO is building a scalable, AI-driven customer experience to serve thousands of patients daily across its growing network of outpatient care providers and doctors. Target metrics > 80% of patient inquiries successfully resolved by AI agents 24/7 availability for appointment booking and rescheduling reducing up to 50% workload of one […]

Capita is a leading provider of customer experience services for UK public sector organizations and the UK’s first AI enabled Business Process Outsourcer (BPO). Every year, Capita helps a large local council support contacts from 1.6 million residents seeking support for essential services, such as highway maintenance to social care and waste management. The limitations […]

Every day, Amazon Customer Service handles millions of customer contacts across Amazon and its subsidiaries, spanning multiple regions including North America, Europe, South Africa, and Asia Pacific. Managing contact flows at this scale across multiple Amazon Connect instances to accommodate Retail and Amazon subsidiaries required a scalable, programmatic approach. The team set out to maintain […]

Introduction Every customer interaction leaves digital traces that reveal preferences and needs. While businesses collect vast amounts of customer data, most struggle to move beyond basic personalization to understand the ‘why’ behind customer behavior. The key challenge isn’t gathering data—it’s converting these signals into real-time, actionable insights. Whether in retail, airlines, telecom, or entertainment, companies […]

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 across its contact centers. This implementation provided NatWest with comprehensive analytics and detailed insights into customer interactions. […]

Introduction  Contact center leaders face an increasingly complex challenge: customers expect instant, personalized service across every channel, while human agents juggle multiple systems, knowledge bases, and workflows to resolve issues. Traditional approaches – building custom integrations for each system, training agents on dozens of applications, and manually updating customer records – are time-consuming, expensive, and […]

Toyota Insurance Management Solutions (Toyota Insurance) is a technology-driven insurance agency serving predominantly Toyota vehicle owners across North America. As a forward-thinking organization, Toyota Insurance continuously seeks innovative ways to enhance customer experience while maintaining operational efficiency. Back in February 2025, Toyota Insurance faced a critical decision: their SaaS-based web chat solution for Toyota Auto […]

Organizations have long faced challenges in managing large contact center workforces. One key issue is maintaining data consistency between Customer Relationship Management (CRM) systems and reporting tools. Contact center supervisors face multiple pain points. These include manual data extraction, time-consuming Extract, Transform, and Load (ETL) developing and maintaining processes, and the need for frequent updates […]

Global enterprises often design their customer service architecture using multiple Amazon Connect instances across regions – for example, using US region instances for US customers and EU region instances for EU customers. These organizations frequently need to route emails from a single domain to different regional Amazon Connect instances. This blog post demonstrates how Amazon […]

By Marcos Ortiz (AWS), Ryan Baham (Empower), Illan Geller (Accenture), Ozlem Celik-Tinmaz (Accenture) , and Prabhu Akula (Accenture) Introduction Empower is a leading financial services company serving over 18 million Americans with $1.8 trillion in assets under administration. They take approximately 10 million customer calls annually through their care centers. To maintain service excellence at […]