Sold by: PwC
PwC’s AI-enabled contact center transformation solution helps organizations reimagine customer engagement using Amazon Connect and AWS-native AI. We lead with assessment and design of the intents and customer journeys that can drive value for your business and bring proprietary analytics and design tools to redesign journeys, orchestrate omnichannel experiences, and enable personalized experiences at scale. This approach helps drive significant cost savings, revenue uplift, and Customer Experience (CX) and Net Promoter Score (NPS) increase for organizations across industries.
Overview
Customer service has become a critical driver of growth, retention, and brand differentiation across industries. PwC’s AI-enabled contact center transformation solution helps organizations replace rigid, legacy contact center platforms with a modern, cloud-native engagement hub built on Amazon Connect. This platform is designed to help deliver consistent and intelligent experiences across voice and digital channels.
PwC identifies the highest-value customer intents and reimagines journeys, orchestrated flows, and the operating model around cloud and AI-native capabilities, including intelligent self-service, AI-enabled agent assist, real-time analytics, and proactive engagement. By embedding AWS-native AI and automation directly into service workflows, organizations can improve experience quality, reduce handle times, and increase first-contact resolution.
PwC’s proprietary tech-enabled solutions, including pre-built Amazon Connect frameworks, CI/CD pipelines, and agentic AI orchestration architectures, reduce time to value without requiring multi-year transformation programs. The cloud-native, consumption-based architecture supports rapid scaling, demand variability, and continuous evolution while maintaining enterprise-grade reliability, security, and economics.
PwC aligns delivery to measurable outcomes rather than activities. By integrating strategy, technology, and AI delivery, we help organizations transform their contact centers to drive tangible results, including improved customer experience, increased operational efficiency, and scalable service capacity that can support long-term growth.
Highlights
- Modernize customer service with an AI-enabled contact center built on Amazon Connect. PwC helps organizations deliver personalized, omnichannel experiences using agentic AI, intelligent self-service, agent assist, and real-time insights. This can improve resolution speed, experience quality, and operational efficiency.
- Accelerate contact center transformation using PwC’s pre-built Amazon Connect frameworks and AI solutions. Deploy high-impact use cases quickly without multi-year programs, which enables faster return on investment while maintaining flexibility to scale and evolve.
- We put the customer first, with AI tools to make data-driven decisions about the customer experience that are focused on outcomes first. We use this to rationalize and simplify your Interactive Voice Response (IVR)/Intelligent Virtual Agent (IVA) architecture, enhance customer journeys to avoid escalation and improve self-service success, and test and tune experiences with real customer feedback.
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Deployed on AWS
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