Tag: IVR
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Empowering Agents: How Contact Center Technology can Boost Agent Productivity and Engagement
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In the highly competitive business world of today, delivering excellent customer service is more important than ever before. Customers are becoming increasingly demanding, expecting fast and efficient service across multiple channels. As a result, businesses are investing heavily in contact center technology to empower their agents to deliver exceptional customer…
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The Rise of Agential AI in Customer Service: A New Paradigm of Intelligent Support
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The landscape of customer service is experiencing a transformative revolution with the emergence of agential artificial intelligence – sophisticated AI systems that demonstrate agency, autonomy, and purposeful behavior. Moving beyond the capabilities of conventional AI that simply responds to prompts, agential AI systems actively engage in decision-making, maintain persistent memory,…
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Improving customer engagement with modern voice experiences
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Read my latest blog on transforming your contact center experience with Amazon Connect’s cutting-edge voice AI capabilities co-authored with varun tripathi and Kyle Moeller from TTEC Digital . From Custom Text-to-Speech to Voice Focus, discover how these modern features are creating more natural, personalized customer interactions while boosting operational efficiency.…
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Building a Seamless Omnichannel Experience: Why Customer Engagement Should Span Across All Channels
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In today’s fast-paced and interconnected world, customer engagement has become increasingly important for businesses to succeed. Customers expect a seamless experience across all channels, from browsing products on a website to receiving support via social media. They want to be able to connect with your business when they want using…
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Revolutionize CX in your contact center through IVR modernization
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I recently co-authored a blog with Jack Godfrey, Global Sales Director of Client Management & Channel at Connect (a UK based SI, not to be confused with Amazon Connect) wherein we talked about Revolutionize CX in your contact center through IVR modernization. Sharing the same here… https://aws.amazon.com/blogs/contact-center/revolutionise-cx-in-your-contact-centre-through-ivr-modernisation