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AWS VP on How AI is Revolutionizing the Contact Center Landscape

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Manage episode 477545474 series 3442174
Content provided by Magnus Henriksson. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Magnus Henriksson or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.

“I think people should stop thinking about contact centers as a thing that is sort of about being responsive and reactive, and instead, really how do we fundamentally change the way you think about the way you talk to customers,” says Pasquale DeMaio, Amazon Web Services’ vice president of Amazon Connect. “In that sense, I think the status quo is really our competition.” In this episode of the Tech Disruptors podcast, DeMaio and Anurag Rana, Bloomberg Intelligence’s senior technology analyst, touch on several pressing topics related to contact center-as-a-service, among them being AI automation, data integration challenges and the shifts in enterprise and end-user expectations for customer service.

  continue reading

237 episodes

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Manage episode 477545474 series 3442174
Content provided by Magnus Henriksson. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Magnus Henriksson or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.

“I think people should stop thinking about contact centers as a thing that is sort of about being responsive and reactive, and instead, really how do we fundamentally change the way you think about the way you talk to customers,” says Pasquale DeMaio, Amazon Web Services’ vice president of Amazon Connect. “In that sense, I think the status quo is really our competition.” In this episode of the Tech Disruptors podcast, DeMaio and Anurag Rana, Bloomberg Intelligence’s senior technology analyst, touch on several pressing topics related to contact center-as-a-service, among them being AI automation, data integration challenges and the shifts in enterprise and end-user expectations for customer service.

  continue reading

237 episodes

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