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Unleashing Contact Center Transformation Innovation with Generative AI

Unleashing Contact Center Transformation Innovation with Generative AI

Published Date April 29, 2024

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Contact Center Day

The future of customer service.
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Unlocking Customer Experience Innovation

AI and ML help solve key contact center challenges by improving customer experience, increasing agent effectiveness, and reducing expenses.

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over 1 year ago
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AWS’s Amazon Connect recognized as a leader in The Forrester Wave: Contact Center As A Service, Q1 2023

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When customer trust is on the line, organizations in banking, insurance, and other financial services industries (FSI) need to deliver exceptional customer experiences.

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Contact Center Day

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Unlocking Customer Experience Innovation

AI and ML help solve key contact center challenges by improving customer experience, increasing agent effectiveness, and reducing expenses.

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Machine Learning Powered Contact Centers with Amazon Connect

With Amazon Connect Voice ID, Wisdom, and with high-volume outbound communications, agents have all of the data they need that by the time they greet their customers they already know how to help.

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Accurately Predict Customer Service Workloads

Getting Started with ML-powered Amazon Connect forecasting, capacity planning, and scheduling

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Wall Street Journal: Taking customer experience to the next level with AI

Explore real world examples of Artificial Intelligence (AI) and Machine Learning (ML) in Amazon Connect contact centers.

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Priceline: Optimizing the Customer Experience During 3x Call Increase

"Not once have we asked ourselves, ‘Can our contact center infrastructure handle this?’ We know that using Amazon Connect enables us to provide enhanced customer service.”

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Introduction to Contact Lens for Amazon Connect

Better understand the sentiment, trends, and compliance of customer conversations to effectively train agents, replicate successful interactions, and identify crucial company and product feedback.

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Amazon Connect: Introduction to the Administrative Interface

This course of the Amazon Connect curriculum is designed for supervisors and technical roles to get familiar with the administrative interface and how to view and publish reports and analytics.

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Machine Learning Powered Contact Center Agents

With Amazon Connect, you can ease the frustrations of your customers and the burden of your agents by validating customer identity with just their voice and connecting agents to relevant information.

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Empower Your Agents to Work Securely From Anywhere

Give your contact center the agility it needs by freeing your agents to work securely from wherever they need to be.

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Get Started with Amazon Connect

Quickly set up a cloud-based contact center using Amazon Connect. In this course, you will learn the technical details of provisioning, configuring, and managing Amazon Connect.

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Dive Deep into Amazon Connect Reporting and Metrics

Learn how to enable advanced reporting for an Amazon Connect contact center by processing and querying a collection of data sources with different record structures using a variety of AWS services.

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Ring Customer Service is More Efficient and Intelligent with Amazon Connect

Ring, a home security and smart home company, uses Amazon Connect to provide contact center agents with all the information they need to provide faster and more personalized service.

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Amazon Connect is Changing Customer Expectations eBook

Contact centers are evolving to drive exceptional customer and agent experiences.

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Achieve Customer Amazement

Read the 2022 Achieving Customer Amazement Report for the latest on customer preferences, habits, and wants to help you create an amazing customer experience.

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What is Amazon Connect

Amazon Connect, the omnichannel cloud contact center, turns your call center into an innovative customer experience.

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Introduction to Amazon Connect and the Connect Control Panel (CCP)

This intro course of the Amazon Connect curriculum discusses fundamental capabilities, tools that simplify working with an omnichannel contact center, and roles that are integral to implementation.

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