AWS Machine Learning

MARCH 29, 2024

The integration of Amazon Lex with Talkdesk cloud contact center is inspired by WaFd Bank (WaFd)’s digital innovation journey to enhance customer experience. In our previous post , we described how Amazon Lex integrates with the Talkdesk cloud contact center for the voice channel.

Cloud contact 97

Cloud contact Chatbots Contact Center APIs 97

AWS Machine Learning

FEBRUARY 6, 2023

This is the first of a two-part series dedicated to the integration of Amazon Lex with the Talkdesk CX Cloud contact center. In this post, we describe a solution architecture that combines the powerful resources of Amazon Lex and Talkdesk CX Cloud for the voice channel. Dustin Hubbard, Chief Technology Officer at WaFd Bank.

Cloud contact 71

Cloud contact Self service Contact Center Virtual Agent 71

NICE inContact

JUNE 11, 2019

It’s hard to think of the downsides of digital customer care, but there are a few industries that really can benefit from integrating digital channels and a more personalized approach to omnichannel: telcos, online retailers, and banks. It’s no secret that banks have a customer service problem.

Customer Service 54

Customer Service Banking Chatbots Telecommunications 54

NobelBiz

JANUARY 17, 2022

AHT may be viewed as a critical metric for mitigating this discomfort and determining the efficiency level that consumers anticipate from an inbound support contact. If a large amount of calls is affecting AHT negatively, try adding more self-service alternatives to counter these calls.

Average Handle Time 52

Average Handle Time Contact Center Interactive Voice Response Management 52