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The AI-Powered Contact Center on AWS offering from AWS Professional Services provides an end-to-end, transformative approach and implementation for new contact center migrations to Amazon Connect or existing Amazon Connect customers, wanting to incorporate the latest AWS AI-powered Contact Center capabilities to modernize and transform their customer experience.
Overview
AI-Powered Contact Center on AWS is an AWS Professional Services' offering for customers looking to modernize their legacy Contact Center and enhance their Customer and Agent Experience (CX/AX). This offering leverages Amazon's AI-Powered services to transform a customer's Contact Center. Our comprehensive customer experience (CX)-focused approach combines Amazon Connect and other AWS Services, such as Amazon Q in Connect, to transform your customer and agent experiences using:
AI-Powered Self-Service:
- Natural, intuitive customer experiences
- Multi-language support
- Reduced customer effort and wait times
Amazon Q in Connect for Agent Assistance:
- Automatic customer issue detection
- Contextual customer information for agents
- Suggested responses and recommended actions
- Unified workspace for faster resolution
Proactive Customer Engagement:
- Scaled delivery across preferred channels
- Enhanced overall customer experience using AWS AI services
AI-Driven Analytics:
- Customer experience insights
- Performance monitoring
- Operational analytics
AWS Professional Services is a global team of experts that has an established foundational framework for Amazon Connect based on our years of executing customer implementations. Our teams includes specialists in Amazon Connect development, AI-powered self-service, governance, change management, and security who work directly with customers to understand their current state and future goals. By leveraging our deep expertise in Amazon Connect's native features and other AWS services, we streamline deployment for seamless transition to a robust contact center solution. Using our proven Global Delivery Framework and cross-industry experience, we implement phased delivery roadmaps tailored to business needs worldwide. We supplement your team with specialized skills while ensuring you're ready to independently own your contact center implementation. We also collaborate with preferred AWS Partner Network (APN) partners to execute enterprise Amazon Connect implementations.
Highlights
- Cost Transformation : Achieve reduced call volumes using self-service and native GenAI features while reducing Agent training times. Our solution aims to delivers ROI within months, compared to traditional contact centers.
- Accelerated Business Outcomes : Leverage AWS's AI-powered Contact Center on Amazon Connect to transform your customer experiences, optimize operations, and drive cost savings.
- Future-Ready Architecture : Transform your legacy contact center applications into cloud-native solutions that support modern development practices, enhanced security, and seamless scalability. Enable your team to focus on innovation rather than maintenance.
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