Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

AI-enabling Your Contact Center is Inevitable. Here Are Two Options from Amazon and Google - Servion - Blog

AI-enabling Your Contact Center is Inevitable. Here Are Two Options from Amazon and Google

Service expectations are evolving faster than most contact centers can keep up. Customers want personalized and proactive engagement, easy self-service capabilities, and seamless connection across every touchpoint, interaction type, and device. At the same time, agents yearn for greater autonomy and access to unified customer data to better meet these evolving service needs - wherever they happen to be working. You know you need to integrate more intelligent, AI-based solutions into your contact center to level-up your brand. Now, you have to make an informed decision. What solution is best for your organization?

Two solutions are getting a lot of attention in the market: Amazon Web Services Contact Center Intelligence (AWS CCI) and Google Contact Center Artificial Intelligence (Google CCAI). Here's what you should know.

....NOTE - content continues below this message


We invite you and your colleagues to join us LIVE as we take the highest rated industry conference back on the road in 2022 - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!



Benefits and Features of Amazon Web Services Contact Center Intelligence (AWS CCI)

Greater employee and customer satisfaction, reduced costs with Amazon Transcribe and Comprehend: In AWS CCI is Amazon Comprehend. This solution analyzes call interactions in real-time to provide agents with contextual suggestions for resolving customer issues. Using Amazon Transcribe and natural language processing (NLP), the technology detects the caller's sentiment, identifies keywords and phrases, and then passes that data to Amazon Kendra, which provides relevant suggestions to the agent. In a scenario in which an agent deals with a customer who has increasing frustration, this intelligence prompts the agent with helpful responses to diffuse the situation and maintain satisfaction.

Increased customer satisfaction with Amazon Lex, Polly, and Kendra: With the combination of these three technologies, customers can enjoy seamless self-service powered by a dynamic FAQ bot. Kendra provides the best answer suited to the specific inquiry and continually improves as queries come in. Customers get their results fast and efficiently while agents are free to handle more urgent or pressing issues.

Better quality management with Amazon Transcribe and Comprehend: A powerful combination of these technologies provides deep quality management insights that enable managers to analyze customer-agent interactions, identify areas for improvement, and make examples of high-performing agents. Managers can create a feedback loop that relays data back to agents to help them change their practices based on the new information. Behind the scenes, automatic speech recognition (ASR) generates transcripts that NLP analyzes to provide managers with better snapshots of customer interactions.

Benefits and Features of Google Contact Center Artificial Intelligence (Google CCAI)

Relationship-driven experiences with Dialogflow CX: Dialogflow CX allows contact centers to build virtual agents that provide personalized support, immediate service, and rapid resolution. These 24x7 virtual agents can seamlessly switch conversation topics, handle nuanced questions, save on operational costs, and free up live agents to handle more complex, time-consuming, and stimulating interactions. These virtual agents also continually improve through machine learning, meaning what was once a transactional experience becomes a relationship-based journey with your brand.

Improved agent performance with Agent Assist: With virtual agents on deck to handle high volumes of customer interactions, human agents are free to take on more challenging service issues. Agent Assist empowers service representatives with continuous support during calls and chats, including real-time information on the customer's intent and step-by-step guidance to help them resolve tricky problems. With a real-time digital assistant, agents receive recommended, personalized responses that support them to meet higher customer experience standards.

Shared Benefit: Increased Operational Efficiency with Natural Language Processing

Both AWS CCI and Google CCAI rely on NLP. NLP identifies customer call drivers and sentiment to help managers better analyze interactions, improving call outcomes and overall efficiency. This AI-powered solution delivers tangible results for contact centers by improving call deflection rates, spurring shorter call handling times, and reducing agent training costs. Contact centers will realize higher CSAT scores, and managers can make a prized example of high-performing customer interactions to demonstrate to agents what goes into a most successful call.

Easily Integrate AI Into Your Contact Center

Servion is an end-to-end, holistic technology partner connecting enterprises with AWS CCI and Google CCAI. We have worked with hundreds of businesses (now more than ever with the disruption of COVID-19) on what elements of intelligent contact center technology best suit their organization's specific needs, handling everything from solution design to deployment to ongoing management.

No matter where your contact center currently stands, we can develop a personalized blueprint for your organization to enable a more intelligent, responsive, AI-powered contact center that creates better customer and agent experiences. Connect with our contact center specialists to learn more about enabling your contact center with AI from AWS or Google.

Publish Date: January 17, 2022 12:00 PM

2022 Buyers Guide Recruitment Products/Services


Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.


HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.

Orion Learning Services Inc.

Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?

Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.

If you're looking to find the candidate/individual with the highest potential, call Orion today!


VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.

SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)

TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation

View more from Servion

Recent Blog Posts:
AI-enabling Your Contact Center is Inevitable. Here Are Two Options from Amazon and GoogleJanuary 17, 2022 12:00 PM
How to adopt the right Cloud Contact Center Solution for your businessJanuary 10, 2022 1:33 AM
Why Servion for Cloud -- Successful Strategies, Satisfied CustomersDecember 20, 2021 2:20 AM
Servion Partners with Genesys to Deliver World-class Contact Center Solutions and Customer ExperiencesDecember 16, 2021 11:12 AM
Creating a CX Center of Excellence - Their Benefits, Insights, and ExamplesDecember 2, 2021 12:23 AM
Reevaluating your omnichannel customer experience (CX): What matters mostNovember 30, 2021 4:25 AM
How Does the Public Sector Benefit from CCaaS?November 23, 2021 1:45 AM
Managed Services for AI: Scale, Protect, and Continuously ImproveNovember 15, 2021 7:17 AM
80% of CX leaders believe AI enhances the Contact Center. Here’s how to start benefitingNovember 10, 2021 2:44 AM

About us - in 60 seconds!

Submit Event

Upcoming Events

The 17th Annual Best Practices and Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies! Read More...
Showing 1 - 1 of 5 items

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =