AWS Partner Network (APN) Blog

Category: Contact Center

Enhancing Patient Care with Talkdesk’s AI-Powered Contact Center

The healthcare technology landscape is rapidly evolving, with AI-powered contact centers emerging as critical hubs for enhancing patient care and driving business growth. Talkdesk, a leading contact center software provider, is at the forefront of this revolution with its innovative Healthcare Experience Cloud. This AI-powered platform integrates with electronic health record (EHR) systems, enabling personalized patient interactions and streamlined workflows across patient access, revenue cycle, and services. By leveraging AI and automation, Talkdesk is transforming healthcare contact centers into patient-focused hubs that can improve efficiency, patient outcomes, and overall healthcare delivery.

Enhancing Total Experience in Contact Centers with TCS solution Powered by Generative AI on AWS

Generative AI is revolutionizing contact centers, enhancing customer interactions and operational efficiency. TCS’s solution leverages this technology to provide a comprehensive, multi-device experience for customers, agents, and employees. It streamlines operations, improves agent productivity, and delivers superior customer service. This AI-driven approach enables contact centers to deliver superior customer service while driving operational excellence.

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Innovating Customer Support: NCS’s Generative AI Enhancements for the Singapore Ministry of Manpower’s Contact Center

Generative AI is a fast-evolving technology that can deliver many transformational benefits to businesses and organizations. In this blog post, we describe how NCS used AWS cloud services complemented with ins8.ai, NCS’ hyperlocal speech recognition solution, to add generative AI features to the Singapore Ministry of Manpower’s contact center. The use of generative AI capabilities has helped to unlock benefits to streamline contact center operations and improve customer experiences.

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Genpact’s AI-Powered Solution Helps Amazon Outsource its Device Repair Service in Europe

Amazon outsourced management of its out-of-warranty device repairs to Genpact to meet regulatory requirements and customer expectations. Learn how Genpact leveraged its ContactUs.Ai framework and Amazon Connect to create an omnichannel solution allowing self-service and live support. This extends device lifetimes, increases customer satisfaction, and aligns with Amazon’s ESG priorities around Right to Repair regulations in Europe.

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Optimize Customer Journey with a Bird’s Eye View of Customer Interactions from Joulica

Contact centers often face challenges due to lack of visibility into customers’ omnichannel experiences. Joulica’s Customer Journey Analytics solution, part of AWS Contact Center Intelligence, provides a unified, real-time view of each customer’s journey across voice, digital, and social interactions. Built on AWS data streaming architecture, it empowers agents with holistic customer understanding and enhances customer satisfaction and brand perception through optimized experiences.

How Accenture’s CCE Solution Powered by AWS Generative AI Helps Improve Customer Experience

Contact centers can improve customer experiences using generative AI, which creates new content and conversations. Accenture’s Connected Customer Experience (CCE) solution incorporates AWS services to provide personalized human and AI interactions. It uses generative AI for agent assist, call summarization, and self-service FAQs. By leveraging generative AI on AWS, CCE aims to enhance agent productivity, reduce handle times, and deliver exceptional customer experiences.

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Operata Service Monitoring and Assurance for Cloud Contact Centers and Amazon Connect

The move to cloud-based contact centers (CCaaS) enables innovations like remote agents, sentiment analysis, and AI to improve customer experience. Operata offers a CX monitoring platform for Amazon Connect that provides observability into these connections, helping teams manage shared responsibility, analyze performance, anticipate issues, and optimize resources. Investing in visibility through tools like Operata sets CCaaS customers up for operational success.

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Transforming Customer Service with Rapyder’s Generative AI-Powered Call Agent Analyzer

Rapyder’s Call Agent Analyzer uses generative AI on AWS to revolutionize call center operations. It efficiently processes multilingual audio, summarizes calls, analyzes script adherence, and structures insights into actionable data. This solution helps businesses enhance customer satisfaction through data-driven call agent performance evaluation and training. As an AWS Partner, Rapyder provides cutting-edge cloud solutions that are reshaping industries like customer service.

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How Infosys is Reimagining Enterprise Solutions with Generative AI on AWS

Infosys is leveraging AWS generative AI capabilities like Amazon Bedrock and AWS Trainium to enhance its enterprise solutions. For example, Infosys Personalized Smart Video uses Amazon Bedrock to create rich, dynamic video content, while Infosys Cortex applies generative AI to analyze call transcripts and improve customer engagement. Overall, Infosys is rapidly adopting AWS’ flexible and scalable generative AI services to boost automation, productivity and user experience across its portfolio.