UPDATED 19:00 EDT / JANUARY 12 2021


Amazon announces global expansion of its Contact Center Intelligence tools

Amazon Web Services Inc. is expanding the focus of its Contact Center Intelligence services that customers can use to add artificial intelligence capabilities to their contact center operations.

AWS CCI can now be used with customer’s existing contact center providers to deliver new efficiencies, create more customized customer experience and get deeper insights from data, AWS said.

Launched last summer, AWS CCI is a combination of services that enables companies to bring machine learning capabilities including text-to-speech, language comprehension, translation, enterprise search, business intelligence and chatbots to their contact centers. These capabilities can be used to help with tasks such as self-service, live-call analytics and agent assist, and post-call analytics for example.

AWS is also expanding its global support for CCI and making it available for use in pre-configured solutions available from participating Amazon Partner Network partners that offer contact center workflow tools.

The AWS CCI Self-Service solution is now available in multiple languages, including French, German, Italian and Spanish, the company said. It uses machine learning-based chatbots and interactive voice response to address and deflect common queries and tasks, so that human operators can focus on more demanding interactions that robots can’t handle.

The service relies on the conversational interface of Amazon Lex and Amazon Polly’s text-to-speech voices to create a dynamic virtual agent that can speak multiple languages. Amazon Kendra helps make these agents smarter by finding answers to caller’s questions from internal knowledge bases.

The Live Call Analytics & Agent Assist and Post-Call Analytics services are now supported throughout Europe. They use Amazon Transcribe to transcribe calls in real-time or post-call.

Amazon Comprehend then analyzes these interactions, detects call sentiment and identifies key words and phrases in the conversation using natural language processing. Amazon Kendra can take these key words and intelligently search for timely information agents can use to resolve live call issues, AWS said.

AWS CCI has also added new language expansions for Amazon Lex, Amazon Transcribe and Amazon Translate. In addition, transcription of live calls is now available in German, Italian, Japanese, Korean and Portuguese, AWS said. Amazon Translate has been expanded too and can now translate calls into an agent’s preferred language, with support for 16 new languages bringing the total up to 71.

“With AWS CCI, we wanted to make it easy for customers who use different contact centers providers to add AI and achieve new levels of operational efficiency,” explained Vasi Philomin, general manager of AWS Language Services. “Having a global partner network is critical to enabling our customers to realize the benefits of cloud-based machine learning services and removing the need to hire specialized developers to build and maintain these systems.”

AWS said its technology partners at launch include Salesforce.com Inc., Avaya Inc., Talkdesk Inc., 8×8 Inc., Clarabridge Inc., Clevy SAS, XappMedia, Inc. and Voiceworx Inc.

Some of those partners were eager to talk. Talkdesk said it’s using AWS CCI to add new capabilities its machine learning-based contact center tools. It said its customers can use the AWS CCI services together with Talkdesk iQ’s native AI components. In addition, it said, the Talkdesk Agent Assist and Talkdesk Speech Analytics services now both leverage Amazon Transcribe to extend the number of languages and accents they can support.

Image: AWS

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