Contact Center Modernization

Communications service providers (CSPs) face critical challenges in their contact centers, including high operational costs, inconsistent customer experiences, and protracted transitions to Cloud Contact Center as a Service (CCaaS) solutions. Contact Center Modernization solutions on AWS address these issues by using generative artificial intelligence (AI) to power real-time agent assist, customer interaction analytics, and conversational AI that enhances personalization. These solutions can contribute to a decrease in average handle time, an increase in first call resolution, and an improvement in customer satisfaction scores.

AWS Services
AWS Solutions
Partner Solutions
Guidance

AWS Services

Purpose-built cloud products

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AWS Solutions

Ready-to-deploy solutions assembling AWS Services, code, and configurations

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  • QnABot on AWS

    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).
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Partner Solutions

Software, SaaS, or managed services from AWS Partners

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  • Contact Center Analytics for Genesys PureCloud

    Pure SaaS platform for real-time and historical reports, dashboards, and analytics for IVR, ACD, text, social and recordings. The platform provides fully integrated and end-to-end reporting for the entire contact center operation including speech and text analytics and quality monitoring.
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Guidance

Prescriptive architectural diagrams, sample code, and technical content

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  • Live Call Analytics with Agent Assist on AWS

    This Guidance provides Artificial Intelligence powered speech analytics and conversation insights in real time to boost agent productivity and improve the customer experience.

  • Post Call Analytics on AWS

    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.
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