Modernize your contact center with AWS Contact Center Intelligence (CCI)
summary
AWS CCI composes Amazon Transcribe, Comprehend, Lex, Polly, Translate and Kendra into reusable building blocks while SuccessKPI wraps ~40 AWS components into a serverless platform that ingests 25+ data sources, transcribes millions of calls across thousands of agents in six countries, and delivers a working system in one day with reports in hours. It ships a playbook engine, evaluation workspace, machine scoring and fraud detection that cut analytics cycles from weeks to hours. real‑time agent assist post‑call analytics playbook automation
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chapters (10)
- 0:00Intro
- 1:10Contact centers need more intelligence
- 2:51Key drivers for Al in customer engagement
- 3:39What AWS Al services power CCI?
- 8:25Overview of the 3 CCI solutions
- 10:50Customer POV: Why is this hard?
- 12:10SuccessKPI applications
- 15:41Customer success: Maximus
- 24:08Total customer success!
- 28:25Technology partners
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