We are two weeks into 2021, and Amazon Web Services has wasted no time in making a splash within the contact heart business. This is a market that’s nicely established, with many big-name distributors which have established shares. As the market has shifted to the cloud, it has given rise to various new, cloud-first suppliers which have dominated the market of late.
AWS takes a platform strategy to contact heart
Given the crowded nature of the contact heart business and AWS’s late entry into it, the corporate needed to take a distinct strategy to it. In this ZKast video podcast with AWS GM Eron Kelly, he describes the corporate’s strategy to contact heart and collaboration as being extra of a platform play the place different distributors can use the underlying AWS expertise to boost their very own product. We’ve seen that with AWS Chime, which is now built-in into Slack and Salesforce; that’s the strategy it’s taking with its Contact Center Intelligence (CCI) suite.
If anybody wants a refresher, AWS CCI is a set of synthetic intelligence-enabled companies to enhance name heart operations. This consists of textual content to speech, search, real-time translation, conversational AI, transcription and pure language processing. Its purpose is to supply these companies through the cloud to allow different corporations to do extra.
AWS expands CCI globally through companions
Recently, AWS introduced it was increasing CCI worldwide by means of the addition of various new expertise companions. These embrace, however will not be restricted to the next:
- Customer engagement platforms: 8×8, Avaya, Genesys, Salesforce and Talkdesk
- Technology companions: Vonage, UIPath, Xappai, VoiceWorks and Cresta
- Consulting companions: Servion, Accenture, Wipro, Lucy within the Cloud
Many of those companions are world or have a robust presence exterior the U.S., permitting AWS CCI to scale globally. The partnerships will deliver AWS CCI synthetic intelligence and machine-learning capabilities to world contact facilities, CRM instruments and different functions suppliers trying to create tailor-made buyer experiences utilizing the improved capabilities.
Although CCI can be utilized in a broad set of functions, the contact heart is its present “low-hanging fruit.” There are three pre-configured CCI options targeted on the contact heart workflow, now with extra language expansions.
CCI brings a variety of AI options to contact facilities
The first one is enhanced self-service with chatbots and interactive voice response (IVR), which permits contact facilities to reply widespread inquiries across the clock and frees up brokers to deal with extra complicated requests. This resolution makes use of the conversational interface of Amazon Lex and Amazon Polly text-to-speech voices to create digital brokers that work together with clients in a number of languages, similar to French, German, Italian and Spanish.
The different two options, name analytics with agent help and post-call analytics, carry out real-time or post-call speech transcriptions to investigate agent interactions with clients. They have capabilities that may detect caller sentiment and establish key phrases in conversations utilizing…
