Intuit is a provider of innovative financial management solutions, including TurboTax and QuickBooks, to approximately 50 million customers worldwide.
"As Intuit embarks on our next transformation into an AI-driven expert platform, using machine learning is critical to helping our customers make data-driven decisions and providing them the right support they need. With Contact Lens for Amazon Connect, we’re able to quickly understand our customers’ needs, and use those insights to create new machine learning models and solutions that best serve our customers."
Ashok Srivastava, Chief Data Officer - Intuit
John Hancock helps people make their decisions easier and lives better. We provide financial advice, insurance and wealth and asset management solutions for individuals, groups and institutions. One of the largest life insurers in the United States, John Hancock supports approximately 10 million Americans with a broad range of financial products, including life insurance, annuities, investments, 401(k) plans, and college savings plans.
"Our business relies on providing relevant financial services through the best customer experience. With Contact Lens for Amazon Connect, we can now evaluate all our customer interactions and quickly find out what is working well and how we can get better. Being able to automatically understand the underlying reasons for why customers are calling us and their severity is going to be very helpful for us."
Tracy Kelly, AVP Shared Services - John Hancock
News Corp is a global diversified media and information services company focused on creating and distributing authoritative and engaging content to consumers and businesses throughout the world.
“For the News Corp Service Desk, we saw immediate time to value after using Amazon Connect. We are now looking forward to using Contact Lens for Amazon Connect because its powerful features for both voice and chat interactions will make it possible for our contact center staff to provide a better experience for our employees by seamlessly leveraging the power of machine learning.”
Simon Clark, SVP End User and Infrastructure Services - News Corp
Accolade is a personalized health and benefits solution that serves employers across the country.
“The new AWS offering of Contact Lens for Amazon Connect will help us to continue delivering the best experience to our customers. The seamless integration of AI into Amazon Connect accomplishes what the other contact center platforms and niche speech analytics/AI vendors have struggled to achieve. Contact Lens for Amazon Connect exceeds what we could have built by making it easy to programmatically select which calls to automatically transcribe and by offering an enhanced contact search and analysis page to interact with the results. We estimate that, with Contact Lens for Amazon Connect, we have saved several months of development time that would have been needed to mirror the same interactions and results.”
Stephen Murphy, Senior Director Cloud Engineering - Accolade
Founded in 2010, amaysim is a provider of energy and SIM-only mobile plans. In nine years, the online-led business has grown to be the fourth largest independent mobile services provider and the largest Mobile Virtual Network Operator (MVNO) in Australia, with over 1 million mobile subscribers.
"At amaysim, Amazon Connect has been a big win for us because it is designed to be easily deployed by contact center staff and IT with little knowledge of AWS. The ability to quickly innovate and change has been a big advantage to us. At amaysim, we make build vs. buy decisions very consciously and our strategy is to build pieces that are specific for our business. Contact Lens for Amazon Connect not only provides us with an end-to-end application experience for AI-powered contact center analytics but also gives us the flexibility to do custom BI analytics and the agility to build proprietary data science models using its rich metadata."
Peter James, IT Operations Director - amaysim
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