#contactcenterworld, @twilio, @awscloud
San Francisco, CA & New York, NY, USA, July 26, 2023 - Amazon Web Services (AWS) and Twilio (NYSE: TWLO), a customer engagement platform that drives real-time, personalized experiences, announced an extension of their longstanding strategic work together that will place artificial intelligence (AI) capabilities at the fingertips of Twilio customers.
This news follows the recent announcement of Twilio CustomerAI. With its CustomerAI technology layer, Twilio powerfully combines customer engagement platform data, generative and predictive AI, and large language models (LLMs) to unlock stronger customer relationships for brands.
One priority area where AWS and Twilio are doubling down is the implementation of predictive AI technology. Bringing together Amazon SageMaker technology and Twilio Segment’s Customer Data Platform, the upcoming features will help businesses better understand their customers and empower them to provide deeper value to them via more relevant, timely, and personalized experiences.
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"At AWS Summit New York, we’re delving into the innovative ways companies are leveraging the power of AWS to revolutionize industries. In particular, we’re excited to hear from customers and partners at the forefront of AI innovation, which is certainly where Twilio is playing in the customer engagement space," said Shaown Nandi, Director of Technology, Industries at AWS. "It’s great to see Twilio and our portfolio of AI/ML services working together to help businesses meet customers where they are, improve engagement, and deliver highly personalized experiences."
"Our vision for Twilio CustomerAI is to empower businesses to recreate the types of trusted relationships you have with a local business at digital scale. It’s clear to me that Twilio has the strongest dataset of customer engagement interactions and the platform to make this happen," said Alex Millet, Senior Director of Product at Twilio. "With AWS' predictive AI technologies, we are rapidly developing AI-native features and APIs. We believe our tools will change the way marketers, contact centers, developers, and data teams deliver these world class customer experiences. Join us at our conference, SIGNAL, in August to learn more."
Posted by Veronica Silva Cusi, news correspondent
Create and scale voice, VoIP and SMS text messaging applications with a cloud platform.
About Amazon Web Services:
Amazon Web Services is a collection of remote computing services that together make up a cloud computing platform, offered over the Internet by Amazon.com. The most central and well-known of these services are Amazon EC2 and Amazon S3.
Published: Thursday, July 27, 2023
Alvaria Workforce (formerly Aspect Workforce Management) is a high-performance contact center software solution that provides the forecasting, planning, scheduling, employee self-service and real-time agent tracking to ensure that all agents and supervisors are productive, engaged in their work and delivering an exceptional customer experience.
Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.
Calabrio ONE offers contact centres the complete toolset to unlock the tremendous value buried within customer interaction data and use it to transform the entire business. One seamless solution combines a fully integrated workforce optimization suite with powerful voice-of-the-customer analytics tools deployed—in the cloud, on-premises, or in a hybrid environment.
Capture every customer interaction across all channels. Extract predictive and prescriptive insights. Elevate customer experiences, improve employee engagement and increase operational efficiency. Then, extend customer-centric strategies across the business to accelerate sales, drive innovation and move your business forward.
Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more.
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ethosIQ’s Business Process Outsourcer (BPO) Optimizer allows clients to manage their vendor contact center resources without requiring manual intervention through our manufacture-agnostic data collector processes. ethosIQ collects schedule and exception data, based on your desired parameters. Collection of data is transparent and doesn’t require intervention from either you or your vendor resource. You know your needs, and now you can manage those needs effectively, efficiently and effortlessly, using ethosIQ’s BPO Optimizer!
|7.)||Lieber & Associates|
Technology Consulting Services
Lieber & Associates provides consulting services to select, contract for, test, implement, and optimize workforce management systems. It's technology consultants have worked with all major systems and many smaller ones. Counsel is informed by several decades of WFM experience.
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You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.
SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.
Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.
Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.
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Assessment of Contact centre job applicants
Pay As You Go remote assessment tool for contact centre job applicants.
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Assess your applicants ability to listen to a caller, recognise the important pieces of information and record them into a logging system swiftly and accurately under pressure.
Full management dashboard
Pay per completed assessment (no charge if abandoned or not taken by the deadline you set)
Choice of assessment environments - including Insurance claims, Financial transactions, Emergency service calls, Utility defect report and IT Helpdesk
Variety of UK accents used by callers (of different ages and genders)
You retain control of all communication with the applicants