Contact Center Modernization

Communications service providers (CSPs) face critical challenges in their contact centers, including high operational costs, inconsistent customer experiences, and protracted transitions to Cloud Contact Center as a Service (CCaaS) solutions. Contact Center Modernization solutions on AWS address these issues by using generative artificial intelligence (AI) to power real-time agent assist, customer interaction analytics, and conversational AI that enhances personalization. These solutions can contribute to a decrease in average handle time, an increase in first call resolution, and an improvement in customer satisfaction scores.