AWS Machine Learning

MARCH 29, 2024

Amazon Lex provides advanced conversational artificial intelligence (AI) capabilities to enable self-service support for your organization’s contact center. Amazon Lex integrates with state-of-the-art contact centers including Amazon Connect, Genesys Cloud , and Amazon Chime SDK to facilitate a seamless omnichannel experience.

Cloud contact 92

Cloud contact Chatbots Contact Center APIs 92

AWS Machine Learning

FEBRUARY 6, 2023

Contact centers are using artificial intelligence (AI) and natural language processing (NLP) technologies to build a personalized customer experience and deliver effective self-service support through conversational bots. Dustin Hubbard, Chief Technology Officer at WaFd Bank.

Cloud contact 68

Cloud contact Self service Contact Center Virtual Agent 68

Talkdesk

SEPTEMBER 4, 2020

The reimagining of business places the customer at its forefront and affects every aspect of the banking industry — from human resources and security to sales and marketing. After COVID-19 hit, many business owners felt underserved by their banks and voiced their displeasure by moving their money elsewhere.

Banking 114

Banking Contact Center APIs Cloud contact 114

3CLogic

JULY 1, 2019

When a customer wants to check their bank balance or check to see if their flight is delayed, they should be able to self-serve with easily-accessible data. But what happens with a more complex bank account or flight issue? So you need to ask yourself regarding your DX initiatives, what’s best for the customer?

Banking 40

Banking APIs Cloud contact Interactive Voice Response 40

Fonolo

JANUARY 9, 2018

Ovum’s Ranking of Cloud Vendors. Research firm Ovum released a new edition of their great report, “Selecting a Multichannel Cloud Contact Center”. This is reminiscent of the “red vs. blue” conflict when Avaya bought Nortel’s call center business. Keep in mind that Twilio is itself selling call center services.

Call Center 65

Call Center Multichannel APIs Contact Center 65

Expivia

APRIL 1, 2021

Technology is evolving so quickly that every year there is something new that will make our call center life easier. With that in mind, let’s look at ten changes that will be coming to contact centers in the next five years. Cloud Contact Centers. Predictive Behavior Routing.

Call Center 40

Call Center Interactive Voice Response outsourcing Chatbots 40

AWS Machine Learning

NOVEMBER 6, 2023

Your contact center serves as the vital link between your business and your customers. Every call to your contact center is an opportunity to learn more about your customers’ needs and how well you are meeting those needs. Most contact centers require their agents to summarize their conversation after every call.

Contact Center 104

Contact Center CRM Analytics Average Handle Time 104