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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.

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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 Recording

Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.


Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.

Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.

MiaRec, Inc.

MiaRec Call Recording
MiaRec's compliant, secure, and reliable Call Recording software is the foundation of our Customer & Workforce Engagement Platform.. MiaRec Call Recording seamlessly integrates with MiaRec Agent Evaluation & Scoring, Live Monitoring, Voice Analytics, Screen Capture, and Advanced Reporting to provide a comprehensive solution you can trust.


Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.

Nuxiba Technologies

Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!


Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.

PCS Software

Call recording solution fully integrate to all main pbx solutions.

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.

View more from Servion

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