We’ll use our knowledge from enterprise contact centers deployed using a combination of AWS and other core systems like CRMs and Helpdesks. We’ll cover an approach that will allow you to do lots of powerful automation quickly, for example:

–> Getting data from IVR and call flows into your Helpdesk or CRM

–> Using data from your systems to guide routing, e.g. prioritization of VIP status or high LTV

–> Optimizing automatic selection of language, skill set, territory

–> Improving efficiency for call-backs. Would you like to offer call-back in the web like Amazon does it?

–> Deliver dynamic data to agents with each call

–> Ensuring security and compliance in different territories for calls and data

–> Using call recording in a compliant way

–> Integrating telecoms and voice media devices

–> Recommend how to optimize networks for voice traffic

–> Dealing with out-of-hours calls and business rules

–> Optimising processes for calls, ticketing, CRM and what happens on the backend and in fulfilment

–> Setting up real-time monitoring for call and sales teams

–> Using speech recognition and AI in IVR and conversation bots

After you have registered you’ll receive a confirmation and access details for the webinar.