Tabcorp, one of Australia’s leading gaming and entertainment firms, operates betting services across 641 locations for various sports and racing events. Despite a surge in customers utilizing digital platforms for their betting needs, interactive voice response (IVR) technology remains vital for those who favor telephone communication.
To enhance its IVR system, Tabcorp collaborated with AWS Partner Convai, the AWS Professional Services team, and AWS Solutions Architects to migrate its betting applications to the Amazon Connect cloud-based contact center solution. They employed the AWS Well-Architected Framework to ensure robust data protection. Discover how this transformation led to a reduction in IVR costs by nearly US$2 million (AU$2.5 million) annually, the ability to manage 870 concurrent calls, and improved operations through Amazon Transcribe—which converts speech to text during bets—Amazon Polly, which reads back transaction instructions, and Amazon CloudWatch monitoring dashboards that provide valuable data insights.
For further exploration of media and entertainment transformations, visit this link. Additionally, this resource offers expert insights on this topic, while this video serves as an excellent resource for understanding the technology in depth.
Michael Anderson
Michael is a senior marketing manager with a focus on the media & entertainment sector.
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