Introduction to Data-Driven Customer Engagement

on YouTube ↗21m

" summary

Overview of a contact center built from Amazon's internal GACD now offered as Amazon Connect with unified voice and chat, turnkey setup in five steps, five minutes, and pay‑as‑you‑go telephony at $0.018 per connected minute. Integrations use AWS Lambda, Amazon Polly, Lex, Transcribe, Comprehend, Personalize, SageMaker, Kendra and Pinpoint to power IVR, NLU, transcription, sentiment and next‑best‑action. AWS reports support for millions of customers and 70,000 agents, claimed cost reductions of ~50% and TCO improvements up to 10x, and new Contact Lens adds unified transcripts with inline sentiment.

AI-written summary · about

" chapters (11)

1. 0:00Introduction to session
2. 1:04Customer experience opportunity
3. 3:15Six pillars of CX excellence
4. 5:43Amazon Connect overview
5. 9:19Setting up Amazon Connect
6. 11:07AWS Cognitive CX portfolio
7. 13:12Key AWS services explained
8. 15:37Automation demo
9. 17:46Recent Amazon Connect updates
10. 19:33Contact Lens for Amazon Connect
11. 20:38Next steps and summary

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