AWS has added the ability to apply the system’s capabilities to existing contact centres to Contact Center Intelligence. Furthermore, the service is now more widely available in Europe.
Amazon announced CCI last summer. It combines a number of services to offer contact centres more machine learning possibilities. These include features such as text-to-speech, understanding various languages, translations, enterprise search capabilities, business intelligence and chatbots. These tools should help companies with tasks such as self-service, analysing live calls, supporting agents and analysing calls afterwards.
This service is now also available to customers who already use an existing solution from partners within the Amazon Partner Network. In addition, Amazon has added support for French, German, Italian and Spanish to the self-service solution.
The translation services of Amazoin Transcribe and Amazon Translate have also gained support for more languages. The former now also understands German, Italian, Japanese, Korean and Portuguese. Amazon Translate supports 16 new languages, bringing the total to 71.
Finally, Live Call Analytics & Agent Assist and Post-Call Analytics are now available across Europe.