Add intelligence to your contact center
Differentiate your organization by personalizing every customer service interaction, improving agent satisfaction, and enhancing visibility into important business metrics with a more intelligent contact center. Machine learning technologies are helping to transform the modern contact center from a cost center into a profit center. Organizations are deploying artificial intelligence (AI) and machine learning (ML) services to do things like create intelligent chatbots, intelligent voicebots, smart routing, real-time voice analytics with sentiment analysis, agent assist with next best action, and post call analytics. By enhancing the overall customer experience through your contact center, you can boost repurchase odds and improve long-term loyalty.
AWS offers solutions for customers who want an end-to-end contact center solution, or those who want to build intelligence into their existing contact center.
Improve customer satisfaction
Reduce call wait times by servicing customers more effectively via digital contact channels and decrease time to resolution with agent assistance.
Improve agent efficiency
Reduce call volume, offload repetitive issues to a chatbot, and help agents quickly resolve customer issues.
Provide self-service technologies for redundant responses.
Identify business improvement opportunities
Capture more and better data to improve customer satisfaction, identify potential product issues, and more.
“GE Appliances processes millions of minutes of customer calls a month. Using Amazon Connect, Amazon Lex, and Amazon Polly, we can automate simple tasks such as looking up product information, taking down customer details, and answering common questions before an agent answers. This in turn helps us give back time, the most precious commodity, to our consumers. We added Amazon Transcribe to create call transcripts for automated analysis to continuously improve the process.”
Byron Guernsey, Chief Strategist - GE Appliances
“The expansion of AI-driven conversational services has enabled businesses to engage with their customers in ways that are more meaningful and more contextual than ever before. With Amazon Lex, we can empower Vonage customers to choose how and where they will engage with us – building intelligent interaction paths into existing voice and messaging channels.”
Alan Masarek, Chief Executive Officer - Vonage
Choose the right solution for your needs
Amazon Connect is an easy to use omnichannel cloud contact center that helps companies provide superior customer service at a lower cost. Over 10 years ago, Amazon’s retail business needed a contact center that would give our customers personal, dynamic, and natural experiences. We couldn’t find one that met our needs, so we built it. We've now made this available for all businesses, and today thousands of companies ranging from 10 to tens of thousands of agents use Amazon Connect to serve millions of customers daily.
Designed from the ground up to be omnichannel, Amazon Connect provides a seamless experience across voice and chat for your customers and agents. This includes one set of tools for skills-based routing, powerful real-time and historical analytics, and easy-to-use intuitive management tools – all with pay-as-you-go pricing, which means Amazon Connect simplifies contact center operations, improves agent efficiency, and lowers costs. You can set up a contact center in minutes that can scale to support millions of customers.
AWS Contact Center Intelligence
If your organization already has a contact center solution in place, AWS CCI offers a variety of ways to quickly and cost effectively add intelligence to your contact center. These solutions, available through participating AWS Partner Network (APN) partners, allow customers to benefit from AWS ML-powered solutions to enhance self-service, analyze calls in real time to assist agents, and learn from all contact center interactions with post-call analytics.
How to manage virtual contact centers and customer service remotely with Amazon Connect
Add intelligence to your contact center by using AWS Contact Center Intelligence (CCI) solutions
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Contact us for more information on machine learning solutions for your contact center
Get the benefits of Contact Center Intelligence most quickly through integrated partner solutions
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