Amazon and Verint Showcase “The Art of the Possible” in Modern Customer Engagement
By JaNae Forshee
Posted in Customer Engagement
Amazon announced its entrance into the contact center space with the launch of their Connect platform—a cloud-based contact center that is priced based upon per-minute usage and includes telco interconnects. While at first many people were surprised by this move, it makes sense. Amazon Web Services is the largest cloud computing service in the world so companies are used to letting them handle their cloud computing needs.
Connect is also based upon the ACD that Amazon built and have been using themselves for the last decade for their retail contact center operations with more than 75,000 users at peak periods delivering service globally. This proven approach marries well with Verint’s idea of investment protection now and in the future.
Organizations need to move forward, while preserving their investments in infrastructure and legacy products. As new capabilities are added, they need to integrate well into their existing environments. For example, Verint develops and maintains integrations with all leading ACD vendors, including on-premises, cloud and platform ACDs. This helps organizations preserve existing voice infrastructure investments and provide mores agility in updating telephony environments in the future.
True to Verint’s principle of providing its customers with the ability to use its customer engagement solutions on any contact center they chose, it’s no surprise to learn that Verint has worked to integrate its products with Connect—including recording, workforce management, quality management and performance management.
One of the exciting synergies in the partnership is simplifying and automating world-class customer service through the contact center. Verint’s Automated Quality Management uses advanced speech recognition and machine learning to automate the essential task of continually assessing the quality of service that the contact center reps (including bots!) deliver to customers.
Check out the joint Verint-Amazon solutions-based approach to revolutionizing the contact center in short video clips:
We’d love to hear your thoughts on this contact center of the future!
P.S. Check out our workforce management on Amazon’s Contact Center Solutions Space.
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