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#733: Amazon Connect - So Many Cool New Capabilities For You to Use!
Manage episode 500962716 series 1527787
Content provided by Amazon Web Services. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Amazon Web Services or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.
In this episode of the AWS Podcast, we explore the evolving world of contact centers and Amazon Connect. The discussion covers why contact centers remain critical to both business and public sector operations, and how they're transforming from traditional cost centers into valuable sources of business intelligence. Key highlights include Amazon Connect's integration capabilities with AWS services, particularly through AWS Lambda functions, and the recent implementation of generative AI features including contact summarisation, agent evaluations, and Amazon Q in Connect. The conversation emphasizes how modern technology is helping organizations better understand customer needs, improve agent performance, and maintain human empathy in customer service while leveraging automation. The episode also touches on practical aspects of system integration and data management, demonstrating how Amazon Connect helps organizations overcome traditional barriers in contact center operations. https://aws.amazon.com/connect/ https://aws.amazon.com/blogs/contact-center/introducing-the-next-generation-of-amazon-connect/
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Manage episode 500962716 series 1527787
Content provided by Amazon Web Services. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Amazon Web Services or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.
In this episode of the AWS Podcast, we explore the evolving world of contact centers and Amazon Connect. The discussion covers why contact centers remain critical to both business and public sector operations, and how they're transforming from traditional cost centers into valuable sources of business intelligence. Key highlights include Amazon Connect's integration capabilities with AWS services, particularly through AWS Lambda functions, and the recent implementation of generative AI features including contact summarisation, agent evaluations, and Amazon Q in Connect. The conversation emphasizes how modern technology is helping organizations better understand customer needs, improve agent performance, and maintain human empathy in customer service while leveraging automation. The episode also touches on practical aspects of system integration and data management, demonstrating how Amazon Connect helps organizations overcome traditional barriers in contact center operations. https://aws.amazon.com/connect/ https://aws.amazon.com/blogs/contact-center/introducing-the-next-generation-of-amazon-connect/
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Similar to AWS Podcast
Daily cybersecurity news for practitioners. Vulnerabilities, defenses, threats, network security insight, research and more to make you sound smarter as you get to the office in the morning. New each weekday.
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continue reading
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continue reading
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continue reading
Technical interviews about software topics.
…
continue reading
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