Validating the Economic Benefits of AWS Contact Center Intelligence Solutions

Presented by

Tony Palmer, Enterprise Strategy Group * Dustin Hubbard, Archway Software * Nicki Susman, Principal Financial Group

About this talk

All organizations have common challenges in their contact centers: long hold times, high operational costs associated with long resolution times, a lack of data-driven insights that could improve quality management, and high agent turnover. Given these challenges—and today’s rapidly shifting economic dynamics, businesses are increasingly utilizing artificial intelligence and machine learning (AI/ML) to both reduce costs and improve these operational processes. For example, AI/ML automates previously manual workflows—such as note-taking during calls—for contact center agents and their supervisors, resulting in better performance, greater job satisfaction, and decreased training costs due to less agent churn. Additionally, AI/ML empowers more accurate customer data analysis to boost CX, and therefore business growth. Watch this webinar to hear ESG Analyst Tony Palmer converse with AWS experts on the importance of leveraging AI/ML for CX workflows and the economic benefits of AWS Contact Center Intelligence (CCI) Solutions, including better customer loyalty, less churn, and reduced operational costs. Presenters: Tony Palmer, Practice Director, and Senior Validation Analyst with Enterprise Strategy Group, Dustin Hubbard, President, Archway Software Nicki Susman, Ph.D. Sr. Data Scientist I, Principal Financial Group
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