Modernize your contact center by working with these AWS Partners who possess the skills and knowledge to help improve the effectiveness of your customer interactions through the addition of AWS AI Services. These partners have developed unique solutions for self service virtual agents, live-call analytics and agent assist, and post-call analytics and can help you deploy those solutions at scale into your existing content center environment. Contact your AWS account manager if you need help determining which CCI solutions are available for your current contact center environment.
Add AWS CCI solutions to your existing contact center by working with one of the AWS Software Partners, develop and deploy a customized AWS CCI solution with AWS Service Partners, and learn more about the world's leading customer engagement platform vendors that have integrated AWS CCI solutions.
Acqueon, a provider of omnichannel campaign management and auto-dialer software built on a Customer Data Platform (CDP), uses AWS CCI to add sentiment and interaction insights to its CDP as well as feed campaign intelligence and agent desktops across various contact center platforms, such as Amazon Connect, Cisco, NICE inContact, Twilio, and UJET.
By combining the power of Amazon Transcribe with Clarabridge’s industry-leading speech and text analytics platform, brands can extract actionable insights from every customer interaction across all touch points to help improve key performance metrics and customer experience, grow sales, ensure compliance, and reduce contact center spend.
Clevy is a software vendor specializing in enterprise conversational technologies. In conjunction with Amazon AI services, Clevy’s open-source, easy-to-implement conversational solutions help you deploy integrated and state-of-the-art conversational assistants in your contact center (chatbots and callbots). You can better serve your customers while streamlining and automating your operations and processes, as well as keeping your existing providers and infrastructure.
Cresta makes business more productive by using AI to help teams unlock their full potential. Cresta observes customer interactions to learn what experts do differently and shares this knowledge across teams through real-time coaching delivered during customer conversations. Using Cresta, Amazon CCI customers can quickly uplevel teams and operate like experts on Day One.
Inference Studio, Inference Solutions’ code-free Intelligent Virtual Agent development platform, makes it easy for non-technical business users to build IVAs that leverage Amazon Lex and Kendra. All virtual agent applications can be configured and managed via a browser-based visual builder that includes a growing library of pre-configured tasks.
SuccessKPI provides a pure SaaS serverless product that leverages the power of AI and ML to provide live and post call analytics, agent assistance, IVR and IVA validation, speech and text analytics, and quality management tools to improve agent performance, gain deeper insights into customer interactions, and develop a 360° view of contact center operations.
Based on insights generated by AWS CCI, UiPath’s RPA platform can take action on any system, from on-premesis mainframes to cloud-based web services and other backend systems that were previously not easily accessible by the contact center. As a result, customer self-service capabilities can be drastically expanded, increasing customer satisfaction and deflecting calls from agents so they can focus on high-value work.
Universal Speech Solutions
VoiceWorx Smart Contact Center (SCC) enables No-Code creation of intelligent virtual agents for various contact center platforms. VoiceWorx enables easy auto-generation and publishing of Lex Bots, provides a library of pre-built Lex Bot Templates for common use cases, and supports customizations including integration to enterprise data sources. This significantly reduces Lex Bot deployment time and costs in contact centers.
Vonage for AWS CCI connects any cloud and legacy contact center solutions with modern AWS AI/ML services. Vonage APIs enable real-time transcription, sentiment, comprehension, and other personalized AI services for voice and messaging, without the pain and costs of proprietary integrations.
XAPP AI provides Conversational AI solutions that empower the next generation of customer service to deliver rapid ROI and provide unlimited extensibility for the Optimal Conversation™. XAPP AI Conversational Self Service for CCI analyzes your existing content and teaches virtual assistants to improve your customer experience and deliver ROI in under one hour.
Accenture transforms call centers to meet changing demands and improve the customer experience. Applied Customer Engagement (ACE) leveraging AWS CCI, is a proven approach for reimagining and revitalizing contact center operations. Customers can harness AI and ML to redesign customer experiences, improve operations, and reduce costs.
Cation Consulting leverages AI to build and augment existing contact center solutions. Through our parly AI platform, or bespoke solutions, we deliver added value to customer interactions through multi-lingual and multi-channel conversational solutions, live chat with AI powered agent guidance and the unlocking of capability and insights from existing internal data and services.
Cognizant is a global strategic partner for AWS and specializes in transforming our client’s contact centers into next-gen experience centers spanning across AWS contact center solutions such as Amazon Connect, AWS Contact Center Intelligence (CCI), Amazon Contact Lens etc. Our breadth of AWS offerings such as Cloud migration, Digital Engagements, Experience engineering & Conversational AI have helped clients to re-imagine their CX. We embark on a consulting driven approach to transformation which helps clients to accelerate innovation, improve customer & agent experience, scale business services and reduce cost of operations leveraging full suite of AWS CX services. Our strong advisory, design & implementation capabilities for Amazon Connect & AWS AI/ML are backed up by deep industry knowhow, CX maturity frameworks, delivery accelerators and toolkits which helps in realizing accelerated time to value and business outcomes.
Connect are the independent communications experts who can transform how your organisation communicates using AI and ML - both internally and externally. We are contact center / CX experts with unparalleled capabilities in Genesys Cloud, Five9, ServiceNow and more. We are also highly skilled in the market-leading CCaaS (Contact Center as a Service) platform built entirely in AWS (Amazon Connect). We are accredited as both a Genesys Gold Partner and an AWS Advanced Tier partner. As a partner in the CCI Program we help businesses transform their customer experiences by adding artificial intelligence and machine learning to the contact center provider of their choice.
Conversational AI at Deloitte delivers high ROI, scalable conversational experiences with expertise in design, delivery, and implementation services and industry-specific solutions. These solutions are personalized, context-aware and multi-modal – serving users anytime, any place, and on any device. Through its AI & Data Strategy as well as AI & Data Engineering offerings, CAI experts deliver project-based work; additionally, the ReadyAI offering supports management and operation of ML workloads & Conversational AI solutions.
First Derivatives is a global technology provider and AWS Advanced Consulting Partner with more than 20 years of experience working with some of the world’s largest finance, technology, automotive, utility, manufacturing, and energy institutions. First Derivatives helps companies leverage the latest AWS solutions to enable AI-powered call center analytics, surveillance, and compliance.
HCL Technologies is a next-generation global technology company that helps enterprises reimagine their businesses for the digital age. One Such solution that helps Premise based Contact Center customer to the Digital Age CX is HCL CCI powered by AWS AI and Vonage Omnichannel. This Solution focuses on Infusing the Modern CX Capabilities like Conversational AI, Omnichannel Engagement and ML Driven Realtime Conversational Analytics to Premises-based Contact Center platforms from Genesys & Cisco.
With 61 contact centers in 7 countries, HGS manages billions of customer interactions annually. Their AWS AI-powered solutions provide critical operational and customer insights for 100% of interactions across all channels, enabling sales, marketing, customer data analytics, predictive analytics, real-time call/email coding categorizations, and real-time compliance tracking/team leader monitoring.
Inawisdom, an AWS Premier Consulting Partner, was founded to give its customers the ability to exploit every aspect of their data. Inawisdom helps organizations pivot to intelligent contact centers, driving productivity and efficiency, enhancing customer service, and deriving cost savings–all from your data.
Infosys Contact Center Intelligence is based on the data and analytics offerings around Intelligent operations called Digital paperwork. This solution unlocks data driven decisions through AI/ML driven analytics and insights while improving customer experience, reducing customer churn, and revealing hidden complaint patterns.
Lucy in the Cloud/Micropole
Lucy in the Cloud by Micropole has a clear mission: to help your business become the best version it can be, by extracting all value out of your data. Their AWS CCI Post-Call Analytics solution focuses on providing you with customer insights from your contact center solution (recorded calls or chat) using AI models.
Quantiphi helps companies transform their contact centers with cutting edge AI powered solutions. Experience next-gen customer care with consistent experience, improved operational efficiency, and easy scalability while driving ROI for your business. As an AWS Advanced Consulting Partner, Quantiphi has built accelerators across the lifecycle of solution implementation which help bring Intelligence to your contact centers and make them better, faster, and more cost-effective.
With over 25 years of deep domain and technology experience, Servion has been trusted by customer-centric brands for architecting, implementing, and managing Contact Centers and Customer Experience (CX) solutions. As an AWS partner, we have been helping companies leverage AWS CCI ML and AI services for text-to-speech, translation, enterprise search, conversational artificial intelligence, transcription, and language comprehension capabilities.
Slalom takes a people first approach to modernizing their customers’ call centers. Their Contact Center Capability Framework considers key factors such as customer and channel strategy, people, process, and technology to deliver best in class contact center solutions that align with customer objectives and capabilities leveraging AWS CCI.
Contact Centre Intelligence (CCI) uses artificial intelligence (AI) and machine learning (ML) to enhance customer service experiences. It's like having a really smart assistant that can understand and respond to customer inquiries quickly and accurately, freeing up human agents to handle more complex issues.
TensorIoT is an AWS Advanced Consulting Partner with expertise in intelligent contact center solutions. From concept to production, TensorIoT accelerates your contact center journey utilizing their mastery of AI and ML. TensorIoT engineers combine deep knowledge with the drive and passion to match your business needs and deliver superb results.
Wipro is an innovation-led cloud partner for clients in their digital journey. Their ‘Business First’ approach enables cloud transformation for customers with innovative solutions at the intersection of AWS with cloud native, AI-enabled, data aware, and secure applications.
Customer Engagement Platform
The 8x8 Open Communications Platform offers cloud-based voice, video meetings, messaging, contact center, and enterprise integration, plus real-time analytics to improve productivity and customer experience. 8x8’s AWS CCI solutions enable customers to leverage AI-driven chatbots and voice bots to attain interaction augmentation and interaction deflection, and complete transactions without the assistance of a live agent 24/7/365.
Artificial intelligence provides real-time, actionable data at the fingertips of you and your customers alike. More than just automation and canned responses, AI-enabled solutions from Avaya reduce transaction times, drive agent productivity, and increase customer satisfaction.
Every year, Genesys delivers more than 70 billion customer experiences for organizations in over 100 countries. Genesys' technology connects every customer moment across marketing, sales, and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability, and flexibility.
As a cloud adoption platform, Salesforce and AWS offer cloud services with strategic integrations based on a foundation of security and simplicity. With innovations in AI, voice, productivity, and Training and Certification initiatives, together AWS and Salesforce is your fastest path from idea to impact.
Combining enterprise performance with consumer simplicity, Talkdesk easily adapts to the evolving needs of support and sales teams and their end-customers, resulting in higher customer satisfaction, productivity, and cost savings. Over 1,800 innovative companies around the world, including IBM, Acxiom, 2U, Trivago, and YMCA, rely on Talkdesk to make customer experience their competitive advantage
The AWS Partner Network helps you identify and choose high-quality AWS Partners with deep AWS expertise, uniquely positioned to help your company at any stage of your Cloud Adoption Journey.
The AWS Partner Network (APN) is the global community of Partners who leverage AWS to build solutions and services for customers.