AWS Contact Center
Tag: IVR
Simplifying banking self-service at NatWest using Amazon Connect and Amazon Lex
Introduction As one of the UK’s leading financial institutions, NatWest Group delivers a wide range of banking services across retail, commercial, and private banking sectors. The bank faced a significant challenge in modernising their contact center operations from their existing legacy platform, in managing their Natural Language Call Steering (NLCS) engine, which needed to process […]
How COVID-19 has changed the way customer service leaders think about contact centers
Global emergencies dramatically shift daily routines, forcing companies to react quickly to change the way they support employees and customers. COVID-19 has changed the way we work, including the contact center space. Despite the benefits of cloud contact centers, many organizations don’t have the solutions to support virtual contact centers. This leaves companies maintaining buildings […]
Use asynchronous AWS Lambda functions with Amazon Connect
Having access to data within an Interactive Voice Response (IVR) solution can help customers find the information they need and resolve their problems quickly. Unfortunately, data is not always easily accessible. Sometimes it resides in legacy systems that are slow and complex, and the last thing you want is to leave a customer waiting on […]