Customer-First Enterprises Can Provide In-the-Moment Behavioral Guidance and Measurement to Call Center Employees
Cogito, a leader in real-time emotional intelligence solutions, announced its integration with Amazon Connect, a fully managed, easy-to-use omnichannel cloud contact center service from Amazon Web Services (AWS) that helps companies provide superior customer service at a lower cost. Now, customer service teams can deploy Cogito’s AI Coach with ease, enabling streaming behavioral measurement and guidance to improve customer conversations — boosting business insights, employee productivity and customer loyalty.
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In today’s remote work environment, it’s vital that customer service representatives have always-on personalized support that helps reduce the cognitive burden of handling numerous complex customer calls every day. Personalized AI Coaching can help representatives more effectively manage customer conversations with confidence, competence and empathy. It’s also important for remote supervisors, site leaders and executives to have real-time insight into employee behavior, performance and customer experience. Cogito’s integration with Amazon Connect greatly reduces the time and effort required to deploy telephony infrastructure with built-in behavioral guidance and measurement — organizations connect users and configure Cogito for immediate value.
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“Organizations are seeking support to improve the consistency and effectiveness of customer touchpoints within their call centers,” said Martin Pitkow, VP of Growth, Channels, and Partners at Cogito. “The integration with Amazon Connect enables faster and simpler system configuration for organizations, helping more contact centers deploy empathy at scale. The combination of Amazon Connect’s cloud infrastructure and Cogito’s AI coaching system ensures all service representatives have the real-time emotional support they need on every call to more effectively engage customers. This new collaboration demonstrates how Cogito is further integrating within the call center ecosystem to more rapidly and broadly extend human augmentation into every interaction.”
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