Next Generation Contact Centers with Amazon

Webinar Description: 

Come hear about the latest innovations from the Amazon Connect team. Amazon Connect is the easy-to-use, omnichannel cloud contact center, developed by Amazon.com and used by over 70,000 Amazon retail customer service associates worldwide, to deliver award winning customer service. 

Customer service expectations continue to evolve, by capturing and analyzing customer service interactions, you can better identify the root cause of issues and improve first-call resolution and customer satisfaction. In this session, learn how Amazon Connect has incorporated AWS’s powerful Artificial Intelligence, Machine Learning, and Analytics technologies directly into the Amazon Connect experience, making it easy for customers to deploy the latest innovations, and quickly process and analyze customer conversations to gain valuable insights.

Presenter: Erin Hall, Amazon Connect

Erin Hall is a Solutions Architect for Amazon Connect. Erin is responsible for creating and publishing solutions that accelerate customer adoption and demonstrate the power of AWS. She has previous experience as a Software Developer Engineer with AWS, and the Amazon Connect service team. 

Presenter: Nygel Weishar, CI Investments

Nygel Weishar is a knowledgeable Contact Centre industry leader, with 10 years’ experience evolving the way contact centres operate. Primarily focused on Digital Interaction channels, Nygel has worked with multiple Financial Institutions, up into his current role as Director of Service Enablement at CI Financial. 

At CI, Nygel and his team are tasked with transforming every element of the contact centre; from Knowledge Management, Workforce Optimization, Data/Analytics, all the way to leading a suite of technology enhancements; including the introduction of Amazon Connect as the new Telephony/Routing solution. For this initiative, Nygel and his team have helped to source, pilot, and are currently in the midst of partnering with AWS partner, VoiceFoundry on design and deployment of the Connect solution.