Boston, MA, USA, Sept 22, 2020 -- Cogito, a provider in real-time emotional intelligence solutions, announced its integration with Amazon Connect, a fully managed, easy-to-use omnichannel cloud contact center service from Amazon Web Services (AWS) that helps companies provide superior customer service. Now, customer service teams can deploy Cogito’s AI Coach with ease, enabling streaming behavioral measurement and guidance to improve customer conversations -- boosting business insights, employee productivity and customer loyalty.
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"Organizations are seeking support to improve the consistency and effectiveness of customer touchpoints within their call centers," said Martin Pitkow, VP of Growth, Channels, and Partners at Cogito. "The integration with Amazon Connect enables faster and simpler system configuration for organizations, helping more contact centers deploy empathy at scale. The combination of Amazon Connect’s cloud infrastructure and Cogito’s AI coaching system ensures all service representatives have the real-time emotional support they need on every call to more effectively engage customers. This new collaboration demonstrates how Cogito is further integrating within the call center ecosystem to more rapidly and broadly extend human augmentation into every interaction."
Cogito for Amazon Connect is available now.
Posted by Veronica Silva Cusi, news correspondent
Cogito enhances the emotional intelligence of phone professionals by applying behavioral science through artificial intelligence and machine learning. Cogito’s software analyzes conversational dynamics to provide live guidance for agents and a real-time measure of customer experience for every call. Cogito is helping the world’s most successful enterprises improve sales results, deliver amazing service, and enhance quality of care. Cogito is a venture-backed software company located in Boston, MA.
Published: Thursday, September 24, 2020
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