Tag: data

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. […]

In today’s fast-paced business landscape, delivering exceptional customer experiences is paramount. Customers expect seamless, personalized support across every touch point, and businesses are constantly seeking new ways to meet these evolving demands. As an artificial intelligence (AI)-powered cloud contact center solution, Amazon Connect is helping organizations across industries leverage the latest advancements in technology to […]

In a scenario when customers contact a business, understanding their journey before they reach the contact center can immensely help in delivering a personalized self-service and agent experience. Data such as their past hold times, customer sentiment or recent business transactions can go a long way in providing effective customer resolution and improving customer satisfaction […]