AWS Contact Center Intelligence (CCI) solutions enable customers using contact center solutions to leverage off-the-shelf functionality powered by machine learning like text-to-speech, translation, enterprise search, chatbots, business intelligence, and language comprehension. AWS CCI bundle allows customers to gain greater efficiencies and deliver tailored customer experiences within their existing contact center platform.

There are three stages/ solutions of the contact center workflow which are also available through participating APN partners:

  1. Self-Service
  2. Live Call Analytics & Agent Assist
  3. Post-Call Analytics

Benefits of AWS Contact Center Intelligence:

  • Increase customer satisfaction
  • Simplify quality management
  • Boost employee satisfaction and reduce operational costs

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