TTEC Digital Introduces CX Offering Powered by AWS AI and ML
This offering enables customers to add AI capabilities to their existing contact centre infrastructure without technology replacements or major infrastructure upgrades
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TTEC Holdings, Inc., a leading global CX (customer experience) technology and services innovator for AI-enabled CX with solutions from TTEC Engage and TTEC Digital, announced that TTEC Digital has unveiled a new offering to help organisations more easily consume Amazon Web Services (AWS) AI and machine learning (ML) capabilities.
CX Research firm Metrigy recently reported that less than one-third of organisations are leveraging a Contact Center as a Service (CCaaS) model, while the rest are under pressure to improve end-customer resolution through self-service or increased agent productivity through automation. Many of those capabilities are not available in legacy on-premises or managed architectures without expensive investments or upgrades.
TTEC Digital’s Contact Center Intelligence integrates AWS’s AI/ML technology, like natural language understanding (NLU), transcription, sentiment analysis, and more, into a client’s existing contact centre without committing to a full transformation. Every part of the contact centre can benefit. End customers drive self-service resolution through channels like voice with intelligent IVRs. Agents realise productivity gains through the automation of tasks like notetaking. Supervisors have visibility to real-time insights from customer interactions, including sentiment analysis. Even contact centre managers see detailed trends through post-call analytics.
“TTEC Digital has a long, successful history of investing and integrating AI technology from AWS into our customer solutions,” said Christian Wagner, Global AWS Vice President at TTEC Digital. “Contact Center Intelligence helps bring world-class technology from Amazon and makes it available to all organisations, regardless of where they are at in their contact centre journey.”
TTEC Digital’s Contact Center Intelligence uses AWS AI/ML services like Amazon Chime SDK, Amazon Comprehend, Amazon Transcribe, Amazon Sagemaker, Amazon Lex, and more. TTEC Digital has orchestrated more than 500 AWS CX engagements with more than 150 dedicated professionals.
