TL;DR:
- TTEC Digital introduces “Contact Center Intelligence powered by AWS” for enhanced CX.
- Enables organizations to seamlessly integrate AWS AI and ML capabilities into their existing contact center setup.
- Addresses the need for improved end-customer resolution and agent productivity.
- Leverages AWS AI/ML services, including natural language understanding, sentiment analysis, and transcription.
- Offers real-time insights, automation, and self-service options without major infrastructure changes.
- Represents a culmination of 500+ AWS CX engagements by TTEC Digital professionals.
Main AI News:
In a groundbreaking move set to redefine the landscape of customer experience (CX), TTEC Holdings, Inc. – a global trailblazer in CX technology and services – has introduced an ingenious offering that melds the capabilities of Amazon Web Services (AWS) AI and machine learning (ML). Branded as TTEC Digital Contact Center Intelligence powered by AWS, this pioneering solution is poised to revolutionize organizational interaction paradigms.
Metrigy, a prominent CX research firm, recently divulged that merely a fraction of enterprises have harnessed the potential of a Contact Center as a Service (CCaaS) model. This a startling revelation, as the majority grapple with the urgent need to enhance end-customer issue resolution via self-service avenues or elevate agent productivity through seamless automation. This is further compounded by the fact that many of these cutting-edge capabilities remain elusive in conventional on-premises or managed frameworks, warranting resource-intensive investments and updates.
TTEC Digital’s avant-garde Contact Center Intelligence seamlessly integrates AWS’s AI/ML marvels, encompassing natural language understanding (NLU), sentiment analysis, transcription, and more, within existing contact center architectures, all without committing to a comprehensive overhaul. From bolstering self-service efficacy through intelligent IVRs for customers, to liberating agents from mundane tasks through automated workflows and furnishing supervisors with real-time insights through sentiment analysis, the transformation is holistic. Notably, even contact center managers glean actionable trends via post-call analytics.
Christian Wagner, the esteemed Global AWS Vice President at TTEC Digital, attested, “TTEC Digital’s legacy of harnessing and assimilating AWS’s AI technology is commendable. Contact Center Intelligence democratizes the exceptional offerings from Amazon, rendering them accessible to entities at every stage of their contact center expedition.”
Harnessing AWS’s AI/ML arsenal – including Amazon Chime SDK, Amazon Comprehend, Amazon Transcribe, Amazon Sagemaker, and Amazon Lex – TTEC Digital’s Contact Center Intelligence stands as a testament to over 500 AWS CX engagements, spearheaded by a dedicated cohort of over 150 professionals. As industries traverse the dynamic realm of CX, this collaborative synergy of technological prowess promises to be a game-changer, ushering in a new era of customer-centric interactions.
Conclusion:
The unveiling of TTEC Digital’s “Contact Center Intelligence powered by AWS” marks a pivotal moment in the CX domain. By effortlessly incorporating AWS’s cutting-edge AI and ML capabilities into current contact center frameworks, the offering addresses critical challenges facing the market. From enhancing customer interactions to boosting agent efficiency, this innovation has the potential to reshape CX strategies across industries, driving a customer-centric evolution.
