Posted On: Jan 12, 2021

Today we are delighted to announce the global expansion of AWS Contact Center Intelligence (CCI) solutions powered by AWS AI Services and made available through the AWS Partner Network. With our partners, you can quickly implement AWS CCI solutions to add AWS machine learning (ML) capabilities into your current contact center infrastructure to increase operational efficiencies and deliver a better customer experience with no machine learning expertise required. AWS CCI provides solutions comprised of AWS AI-powered services such as Amazon Transcribe for call transcriptions, Amazon Translate for translation, Amazon Kendra for intelligent search, Amazon Lex for conversational AI, and Amazon Comprehend for language comprehension functionalities.

To provide you with more ways to add intelligence into your contact center, we are excited to add these AWS Technology Partners: Salesforce, Avaya, Talkdesk, 8x8, Clarabridge, Clevy, XappAI, and Voiceworx. For customers who require a custom solution or seek additional assistance with AWS CCI, we are also adding new AWS Consulting Partners: Inawisdom, Cation Consulting, HCL Technologies, Wipro, First Derivatives, Servion, and Lucy in the Cloud/Micropole.  

In addition to our new partners, AWS CCI continues to expand its global capabilities with new region launches and language expansions in Europe, Latin America and Asia. Together, this helps you to further enhance your self-service virtual agents, analyze calls in real time to assist agents and supervisors, and garner insights from your contact center interactions with post-call analytics.