Amazon Web Services BrandVoice: Disrupting The Contact Center With Machine Learning: Differentiating On Customer Experience

Today’s consumer expects a tailored customer experience . They seek always-on, personalized service on every channel where they engage with the brands — even as these brands struggle to balance between delighting customers and reduce operational costs.The contact center sits at the epicenter of brands’ battle for CX. Why? Because it’s often the first and only interaction a brand has with the customer and that means the contact center can make or break CX.

, companies that have already applied advanced analytics reduce average handle time by up to 40%, increase self-service containment rates by 5-20%, cut employee costs by up to $5 million, and boost the conversion rate on service-to-sales calls by nearly 50%.Cloud based contact centers allow brands to harness customer data and use it to serve customers effectively, at scale.

was able to unify customer data across business units, reduce wait times, and scale agents during peak tax season.The cloud allows organizations to better collect, store, organize, and process valuable customer information. That data can then be used for detailed analytics and sentiment analysis, which enable organizations to identify crucial company and product feedback. With the help of machine learning, it’s possible for this critical analysis to occur in real time in the contact center.

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