AWS has announced a global expansion of its CCI Solutions. Powered by AWS AI Services and made available through the AWS Partner Network, AWS CCI solutions enables customers to leverage AWS machine learning (ML) with their current contact centre provider. This in turn will allow for a far more efficient, personalised and tailored customer experience, but with no ML expertise required.
AWS CCI solutions works by using a combination of AWS AI-powered services for an array of features including text-to-speech, translation, intelligent search, conversational AI, transcription, and language comprehension capabilities.
“At Amazon, we want to meet the customer wherever they are in their contact center journey. With AWS CCI, we wanted to make it easy for customers who use different contact centers providers to add AI and achieve new levels of operational efficiency,’ said Vasi Philomin, GM of AWS Language Services, AI.
“Having a global partner network is critical to enabling our customers to realize the benefits of cloud-based machine learning services and removing the need to hire specialized developers to build and maintain these systems.”
Addition of New Technology Partners
It comes as AWS also announced the addition of AWS Technology Partners including Salesforce, Avaya, Talkdesk, 8×8, Clarabridge, Clevy, XappAI, and Voiceworx. AWS will also add new Consulting Partners such as Inawisdom, Cation Consulting, HCL Technologies, Wipro, First Derivatives, Servion, and Lucy in the Cloud/Micropole for customers seeking a custom solution or additional assistance with AWS CCI. The partners’ aim is to provide global customers additional opportunities to benefit from AWS ML-powered contact centre intelligence solutions. As a result, this will enhance self-service, analyse calls in real time to assist agents, and learn from all contact centre interactions with post-call analytics.
Multiple customers have already began to reap the benefits of improved CX and reduced operational costs as a result of using AWS CCI solutions through AWS Partners. One such success story is from Maximus, a leading pure-play provider in the administration of government health and human services programmes. Maximus is the largest provider of contact centre services to the government.
Tom Romeo, General Manager at Maximus Federal, said: “At Maximus, we are constantly looking for new ways to innovate and improve the Citizen Journey and contact centre experience. With AWS Partner SuccessKPI, we were able to add AWS CCI into our Genesys Cloud environment in a matter of hours and deliver a 360-degree view of the citizen experience.
“This program allowed us to deliver increased capacity, automated quality review, and agent compliance and performance improvements for government agencies.”
