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Khoros Collaborates with AWS to Integrate Amazon Connect Into its Digital Contact Center Solution

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Khoros, a provider in digital-first customer engagement software and services, announced an expanded collaboration with Amazon Web Services, Inc. (AWS) which will include integration with Amazon Connect, a cloud-based contact center service platform, to bring voice capabilities into Khoros’ artificial intelligence (AI)-powered contact center solution.

Customers expect companies to deliver exceptional customer support, and they’re willing to pay a premium for it too. According to Accenture, 45% of customers will pay more for a product if that premium ensures a higher level of service. Customers expect to interact with brands they trust in their preferred channel, at the time and pace of their choice. For most companies handling omnichannel interactions, service agents interact with customers across voice, chat, messaging, Short Message Service (SMS), social, and email. Each channel is governed by a separate application, posing a challenge for agents to transition among them while keeping track of tasks and data in customer relationship management (CRM) software.

"Customers demand tailored experiences from the brands they love, and Khoros in your contact center ensures you can deliver a truly personalized and positive customer experience. Leveraging AI and Khoros CX Insights, our platform harnesses data that exists across millions of customer interactions so that agents using Khoros can build trust and make the customer feel valued while providing a superior agent experience. With Khoros, every brand can provide personalized customer service across all channels, without doubling contact center staff," said Jack Blaha, Chief Executive Officer of Khoros.

"We are excited to integrate with Amazon Connect and give our customers a complete omnichannel engagement platform," added Chris Tranquill, Chief of Strategy at Khoros. "Together, brands will be able to engage with and gather real-time insights about their customers across all channels — on a flexible, modern platform purpose-built for a digital world."

Together with Amazon Connect, the Khoros contact center solution will provide businesses with a fully integrated suite for digital engagement, self-service, automation, and CX analytics for customer and agent experiences across all channels.

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Date Posted: Thursday, October 28, 2021



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