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News : AWS Partner Riley Brings a Voice to the Silver Screen

#contactcenterworld, @awscloud

Melbourne, Australia, Feb 6, 2020 -- Cloud-based consultancy and Amazon Partner Network member Riley has worked with Amazon Web Services (AWS) to overhaul a session time recording system for a Victoria-headquartered cinema chain.

Village Cinema's 1300VMOVIE hotline now utilises AWS' Cognitive CX suite — which includes its Connect, Lex and Polly offerings.

With the old system, staff would have to record session times for the hotline, according to Matt Hoskin, general manager of IT at Village Cinemas.

"Our staff no longer need to manually record session times on our hotline each day which has saved us up to 30 hours each week and means our customers are receiving the latest information when they dial in," Hoskin said.

It also allows for consumers to directly locate the movie they want to find out about.

Tom Bernadou, managing director of Riley, was involved with the project and claimed the legacy voice platform was fairly inflexible.

"The traditional approach that they were using is they would get a person to sit there for two hours a day to read through the session times that were scheduled for that day. There was a fair labour cost involved with having an employee having to sit down every day and do that," he said.


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"But often what would happen is the minute they were released there might be changes with the scheduling, so they weren't often reflective of the real time situation."

Not only was the system difficult for Village employees but there were flaws that its consumers were facing as well. A large portion of these consumers are people with accessibility issues, Bernadou claimed.

"These are people that normally couldn't use a traditional web or mobile digital platform. So it's still quite widely used," he said.

However, this process would require the consumer to listen to the entire list of cinemas and their respective session times, which was not a great customer experience, according to Bernadou.

"Using the Cognitive CX suite from AWS, we were able to program AWS Connect to define a particular user journey and then we were able to integrate it with conversational AI platforms to build a chat bot that would pull real time information on sessions and enable customers to get feedback very, very quickly," he said.

According to Bernadou, the project started in April 2019, stemming from a relationship Riley had with Village and around the need to replace its aging system

"When we were talking to them, we suggested they might want to have a look at some of the AWS customer experience (CX) services, in particular, Amazon's Connect, which is their contact centre in the cloud," Bernadou said.

"So, we went through the process of comparing initially what a business case would look like, comparing a traditional replacement to AWS Connect.

"That business case stood out really, really well from a cost point of view. We'd used Connect internally. We knew how great it was, we had a bunch of other customers utilise it, so it seemed like a good fit for them."

The business case period took Riley a couple of weeks, which was then followed by prototype assembly, taking another two weeks.

"The next thing that we got to is building a prototype. And that prototype demonstrated that the case of being able to interact with conversational AI [artificial intelligence] to pull session information together," Bernadou said.

"We demonstrated it to their major tech stakeholders, the marketing department and technology at Village and that gave them a lot of confidence around the solution."

The replacement of the old system with the new solution took four weeks, and then the team worked on building the conversational AI. The project wrapped up in October 2019.

"These are some of the areas we're working on, particularly around retail in being able to use the entire AWS CX portfolio to further that personalisation, particularly around the retail and consumer space with some exciting future for what's coming up," he said.

"Sometimes technology is always been about compromise. Generally systems can be designed to deal with the masses.

"Now with the technology that's available, and something we're certainly interested in, is being able to have custom solutions with different parts of the community. And I think this is a great example of that."

#contactcenterworld, @awscloud

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.arnnet.com.au


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Today's Tip of the Day - Learn Through Bad Experience

Read today's tip or listen to it on podcast.

Published: Friday, February 7, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

2.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

3.) 
Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.

4.) 
DiRAD Technologies

AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.

5.) 
Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.

6.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions

7.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)

8.) 
Nuxiba Technologies

CenterWare
Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!

9.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.

10.) 
The Phone Number Testing Company

Phone Number Testing and Validation
Bulk testing and validation of UK Landline and mobile numbers, with a growing list of other coutries where we can test.

If you own a large customer or business prospect sales database, our service helps you to quickly and accurately cleanse all the dead records, by identifying all the dead phone numbers.

We offer a free no obligation test trial
 

About us - in 60 seconds!

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