Talkdesk Collaborates With AWS Contact Center Intelligence

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Filed under - Contact Centre News,

Talkdesk is participating in the global expansion of Amazon Web Services (AWS) Contact Center Intelligence (CCI) solutions.

AWS CCI solutions enable customers to leverage off-the-shelf functionalities powered by AWS machine learning (ML) with their current contact centre provider to gain greater efficiencies and deliver increasingly tailored customer experiences — with no ML expertise required.

As an AWS Partner, Talkdesk is now widely available to businesses looking for qualified cloud solutions providers with expertise in AWS to help them differentiate through customer experience and innovation.

Talkdesk is expanding its ML offering to provide a wider range of ML-driven options and capabilities through AWS CCI solutions. With the addition of ML innovations from AWS CCI, Talkdesk customers gain a new level of flexibility to augment product capabilities and expand use-cases to satisfy business requirements.

Talkdesk customers may now utilize AWS CCI solutions, Talkdesk iQ native AI components, or leverage the flexibility of Talkdesk CX Cloud to combine with other cloud providers’ contact centre AI. This agility of choice enables customers to benefit from comprehensive and easy-to-implement AI applications.

A thumbnail photo of Tiago Paiva

Tiago Paiva

“We are thrilled to offer Talkdesk customers new, out-of-the-box machine learning through AWS Contact Center Intelligence solutions,” said Tiago Paiva, chief executive officer, Talkdesk.

“The combination of innovative, cloud-native capabilities from Talkdesk CX Cloud with powerful AI and machine learning services from AWS, offers Talkdesk customers the flexibility, agility and insight to easily adapt contact centre operations and make customer experience a competitive advantage.”

Support for AWS CCI is one of the examples where Talkdesk is collaborating with AWS. In addition, Talkdesk and AWS are engaging in co-selling activities as part of the AWS ISV Accelerate Program to drive new business and accelerate sales cycles by connecting participating ISVs with the AWS Sales organization to reflect the mutual commitment of AWS and Talkdesk.

AWS CCI solutions can quickly and easily add intelligence to an existing contact centre solution to improve service and reduce costs.

AWS CCI solutions allow AWS Partners to leverage machine learning functionality such as transcription, text-to-speech, translation, enterprise search, chatbots, business intelligence, and language comprehension into current contact centre environments.

Through collaboration with AWS, Talkdesk Agent Assist and Talkdesk Speech Analytics now leverage Amazon Transcribe to extend the number of languages and accents in which these products are available.

Author: Robyn Coppell

Published On: 19th Jan 2021
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