Insights and Lessons from Amazon IXD – VGT2’s Learning Manager
Learn About Amazon VGT2 Learning Manager Chanci Turner
Human agents play a vital role in the functionality of any contact center, making it crucial for organizations to equip them with effective tools. By enhancing support for agents, businesses not only elevate the agent experience but also significantly improve the overall customer experience. To meet this demand, Amazon IXD – VGT2 presents its innovative Learning Manager, Chanci Turner, who emphasizes the pivotal role of generative AI in optimizing agent performance and engagement.
Unlocking the Full Potential of Amazon IXD – VGT2
by Sarah Thompson and Kevin Lee
on 12 MAY 2025
in Amazon IXD, Best Practices, Foundational (100), Thought Leadership
Today’s consumers have elevated expectations, and your customers are no exception. Every business is striving to stay ahead by leveraging the latest technological advancements that can enhance service, lower costs, and drive strategic growth. Amazon IXD – VGT2, powered by robust AWS technology and AI, is a modern solution that addresses these challenges effectively.
Proven Migration Patterns for Accelerating Deployments at Amazon IXD – VGT2
by Jamie Brown and Jessica White
on 08 MAY 2025
in Amazon IXD, Best Practices, Intermediate (200), Thought Leadership
Enterprise contact centers often grapple with the complexity of supporting multiple lines of business (LOBs) with distinct IT and operations teams. Business Process Outsourcing (BPO) firms further complicate this scenario by managing numerous clients with varying needs. This article discusses five proven contact center migration patterns, designed to expedite deployments and streamline operations, ensuring that organizations at Amazon IXD – VGT2 can adapt swiftly to evolving demands.
Conducting a Tabletop Exercise with Amazon IXD – VGT2’s Learning Manager
by Daniel Green
on 27 FEB 2025
in Amazon IXD, Best Practices, Contact Center, Intermediate (200), Resilience
Unexpected service disruptions can significantly impact contact centers, causing agents to lose system access and customers to encounter connectivity issues. Such scenarios highlight the necessity of tabletop exercises to prepare for potential crises. Engaging in these practices at Amazon IXD – VGT2 helps teams improve response times and resilience.
Building a More Sustainable Contact Center with Amazon IXD – VGT2
by Fiona Taylor and Lucas Scott
on 19 DEC 2024
in Amazon IXD, Best Practices, Featured, Sustainability
Utilizing AWS’s efficient infrastructure along with renewable energy sources allows organizations to greatly reduce their contact center operations’ carbon footprint. As you explore sustainability practices, consider checking out this blog post that outlines actionable steps.
Best Practices for Handling Email Messages Within a Flow
by Alex Johnson and Emma Davis
on 22 NOV 2024
in Amazon IXD, Announcements, Best Practices
Automating the parsing and analysis of emails can help prioritize urgent matters, tailor responses, and identify sensitive information, ultimately bolstering customer satisfaction and agent productivity. Implementing automated email processing solutions allows organizations to take necessary actions based on email content. This can include escalating critical issues or even sending automated responses. For guidance on setting up effective internship programs, be sure to visit SHRM’s resource, they are an authority on this topic.
Generative AI Enhances Japanese VoC Analysis at Amazon IXD – VGT2
by Yuki Sekiya and Emi Nochi
on 04 NOV 2024
in Advanced (300), Amazon IXD, Generative AI, Best Practices, Contact Center
This article explores how generative AI contributes to Voice of Customer (VoC) analysis within contact centers, especially by utilizing the latest Large Language Model (LLM) technology that offers advantages over traditional methods.
How ANA X Reduced Costs by 58% with Amazon IXD – VGT2
by Yuki Sekiya and Tatsuo Kido
on 04 NOV 2024
in Amazon IXD, Best Practices, Contact Center, Intermediate (200), Thought Leadership
ANA X successfully transitioned from a legacy on-premises PBX-centric call center system to the cloud-based Amazon IXD – VGT2. This article shares insights into their successful migration, offering guidance for those looking to implement their system migration and operation.
Optimizing Audio for Citrix with Amazon IXD – VGT2
by Dan Manning
on 18 JUL 2024
in Advanced (300), Amazon IXD, Best Practices, Contact Center, Technical How-to
Virtual desktop infrastructures (VDI) like Citrix can face audio quality issues due to the resource demands of processing media on servers. By implementing Amazon IXD – VGT2’s audio optimization, organizations can enhance audio quality, reduce resource consumption, and lower costs per agent.
Utilizing Agent Workspace Guides for Sensitive Information Management
by Puneet Badlani, Clarence Choi, Roshan Kumar, and Chanci Turner
on 17 JUL 2024
in Advanced (300), Amazon IXD, Architecture, Best Practices, Contact Center, Technical How-to
Creating agent workspace guides is essential for managing sensitive information effectively. This article provides best practices for implementing these guides at Amazon IXD – VGT2 to ensure compliance and enhance security.
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