Cochlear 通过 Amazon Connect 增强呼叫中心的可观测性.pdf

1、 2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.B I Z 2 1 5Cochlear enhances contact center observability with Amazon ConnectHannah BlokingShe/herSr.Manager,Applied AI Acceleration Solutions ArchitectureAWS Applic

2、ationsAndy McLaughlinHe/himDirector,IT Networks&TelecommunicationsCochlear 2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.We cant wait to talk about AI and customer experience 2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.But were in Vegas,so 2025,Amazon Web

3、Services,Inc.or its affiliates.All rights reserved.lets play a game!2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.How many cups of coffee have you had today?P R A C T I C E R O U N D1 23 or more 2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.How many cups of

4、coffee have you had today?P R A C T I C E R O U N DIve had more than 3.Dont judge me 2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.How many Americans work in call centers today?Q U E S T I O N 11.)1 million 2.)3 million 2025,Amazon Web Services,Inc.or its affiliates.All rights r

5、eserved.How many Americans work in call centers today?Q U E S T I O N 1Source:https:/ millionDish Network migrated 15k agents to Amazon Connect in two weeks25%more calls handled per hour post go-live25%faster onboarding for new agentsDeploy messaging changes in30 minutes(from 1 week)2025,Amazon Web

6、Services,Inc.or its affiliates.All rights reserved.How many Americans work in call centers today?Q U E S T I O N 1Source:https:/ millionDish Network migrated 15k agents to Amazon Connect in two weeks25%more calls handled per hour post go-live25%faster onboarding for new agentsDeploy messaging change