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Customer Contact Center Analytics and Insights Scale the QA Process

With Transcribe Call Analytics, you can get valuable intelligence such as customer and agent sentiment, call drivers, and conversation characteristics such as non-talk time, interruptions, loudness, and talk speed. The automated call categorisation capability tags conversations based on keywords, phrases, sentiment, and non-talk time.

Speakers:

Shaun Lim, Solution Architect, Slalom
Tony Pereira, Sr. Partner Dev. Specialist, AWS
Brad Ryan, APJ Principal Partner Development Specialist—Analytics & Machine Learning, AWS

If you would like to learn more about how you can uplift your contact centre capabilities, our participating partner in the webinar Slalom can help you. Slalom leverages its Contact Center Framework to help plan and modernise contact centre operations to unlock its full business potential. Learn more »

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Responsible AI - How to Develop a Repeatable Framework That Drives Business Value and Culture Change

Artificial intelligence (AI) applied through machine learning (ML) will be one of the most transformational...

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Optimising ML Inference on AWS Using Amazon SageMaker

In this session, we will cover various Amazon SageMaker features with focus on its deployment capabilities....

Customer Contact Center Analytics and Insights Scale the QA Process

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