delivers seamless customer experiences with
summary
Contact centers combine Amazon Connect with AWS AI (Lex, Polly, Transcribe, Comprehend, Kendra) and Salesforce Service Cloud Voice to deliver real‑time agent assist, full‑call transcription, searchable post‑call analytics and self‑service bots. Claims include a 241% ROI (Forrester), reported five hours saved per agent for Sonos and ~10% average‑handle‑time reduction; implementations reach GA and global go‑live in weeks, using CCI to plug into existing CTI while surfacing next‑best actions and compliance scrubbing.
AI-written summary · about
chapters (19)
- 0:00Start
- 1:06Why Does this Even Matter
- 2:37Key Challenges
- 4:15Complex and Expensive Integrations
- 6:03Machine Learning
- 8:02Cci Contact Center Intelligence
- 8:22Amazon Connect
- 9:38Using Machine Learning or Ai To Improve Your Business
- 11:35Real-Time Call Analytics and Agent Assist
- 15:20High-Level Architecture
- 17:32Agent Assist
- 20:00Contact and Call Summarization
- 20:54Amazon Comprehend
- 29:14Jobs To Be Done
- 37:45Ge Appliances
- 40:55Demo
- 41:26Agent Desktop
- 41:57Omni Channel Support
- 49:16Skill Sets
related talks
29mDifferent Customer Experience with Amazon Connect
38mHow Salesforce and AWS accelerate the contact center
29mAmazon Connect and the future of cloud contact centers
39mPotencie su centro de contacto con la inteligencia artificial
21mIntroduction to Data-Driven Customer Engagement
43mAgentic AI with Amazon Connect
34mCognizant Intelligent Interactions: Elevating your customer experience
31mAmazon Connect and the Future of Cloud Contact Centers