AWS Announces Contact Lens for Amazon Connect, a New Machine Learning-Powered Analytics Capability for Customers to Better Assess Call Contacts

Amazon Web Services (AWS), an Amazon.com company announced AWS Contact Lens, a set of capabilities for Amazon Connect enabled by machine learning, that gives contact centres the ability to understand the sentiment, trends, and compliance of customer conversations to improve customer experience and identify crucial customer feedback. Continue reading AWS Announces Contact Lens for Amazon Connect, a New Machine Learning-Powered Analytics Capability for Customers to Better Assess Call Contacts

Poly Builds on its 50-year Heritage of Contact Centre Solutions Designed to Enhance Customer Satisfaction

Plantronics, Inc. (“Poly” – formerly Plantronics and Polycom), a global communications company that powers meaningful human connection and collaboration, today announced the introduction of the EncorePro 300 headset and MDA 500QD Series audio processor. Continue reading Poly Builds on its 50-year Heritage of Contact Centre Solutions Designed to Enhance Customer Satisfaction

Best Western Hotels and Resorts Go All-In on AWS

Amazon Web Services (AWS), an Amazon.com company, announced that Best Western Hotels & Resorts is moving its infrastructure to AWS – going all-in the world’s leading cloud – to automate processes and quickly develop new and more personalised experiences for travellers visiting its more than 4,700 properties around the world. Continue reading Best Western Hotels and Resorts Go All-In on AWS

The Coffee Club Takes Action on Customer Experience through Partnership with InMoment

The Coffee Club has partnered with InMoment, the leading provider of experience intelligence (XI), to provide a more comprehensive understanding of the customer experience, leading to promising results, including a 20-point increase in its Net Promoter Score (NPS®). Continue reading The Coffee Club Takes Action on Customer Experience through Partnership with InMoment