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AWS Contact Center Intelligence (CCI) solutions empower you to improve customer experience, boost agent productivity, and gain conversation insights by adding AI capabilities to the contact center of your choice - without any ML expertise. AWS CCI solutions use a combination of AWS ML-powered services to provide Self-Service Virtual Agents, Real-Time Call Analytics with Agent Assist, and Post-Call Analytics. Get started yourself, engage an AWS Services Partner (consulting) to help build it, or accelerate deployment with a turnkey solution from an AWS (ISV) Partner.
Deploy a multi-channel, multi-language conversational interface (chatbot) that responds to your customer's questions, answers, and feedback, powered by large language models (LLMs).
ConnectPath, powered by CloudHesive provides a Connect-enabled Agent and Supervisor Desktop Experience, including Omnichannel support for SMS, E-Mail, Webhook and agent-to-agent based Channels
Bring Amazon contact center intelligence to life for use cases including Agent Assist, Sentiment Analytics, Agent Coaching, Chatbot effectiveness, IVR and IVA Validation, Machine Scoring, Live Call Analytics, Post Call Analytics, Customer Journey Mapping and more.
Delivered as a platform-agnostic managed service, Voice Compass® by NLX enables organizations to deflect live agent handling by engaging an AI-powered Journey Assistant® within a branded customer journey uniquely designed for routine task completion.
Unified Agent Portal (UAP) is a customizable, easy-to-use contact center portal for agents and supervisors. It streamlines voice, chat, social media, email channels, and supports video interactions and is able to accept transfers from virtual agents from any channel.
This Guidance provides Artificial Intelligence powered speech analytics and conversation insights in real time to boost agent productivity and improve the customer experience.
This Guidance offers a scalable, cost-effective approach to call analytics by gathering actionable insights to spot emerging trends, identify agent coaching opportunities, and assess the general sentiment of calls.