Next-gen contact center with AWS

Empowering contextual experiences

Enhancing CX with intelligent intent-driven solutions

Transitioning from data to insights, Virtusa's Next-Gen Contact Center, powered by Amazon Connect, revolutionizes customer service with an intent-driven, cloud-ready solution. Traditional contact centers face challenges like high handling time, repeat calls, and limited insights. Our solution addresses these shortcomings, creating a unified experience that accelerates call resolution.

Challenges in traditional contact centers:

  • High call handling time
  • Repeat customer calls
  • Limited customer insights
  • Frequent hand-offs and high call wait times
  • Inability to leverage customer information for revenue
  • Manual, cost-intensive operations

Virtusa's Next-gen contact center solution:

  • Dynamic UI based on predictive intent
  • AI-driven next-best-action
  • Real-time sentiment analysis
  • Intelligent virtual assistant for multitasking
  • Monitoring agent interactions for personalization
Contact Center Solutions

 

 

Contact Center Solutions - Features
Key benefits:
  • Higher NPS
  • Reduced call handling time
  • Improved cross-sell/up-sell
  • Lower cost-to-serve
  • Reduced agent training costs

Integrated Amazon Connect expertise:

Virtusa brings deep expertise in Amazon Connect, supporting the entire contact center lifecycle. Our services encompass design, implementation, optimization, and ongoing support. Leveraging Amazon Connect, our Next-Gen Contact Center ensures scalability, cost-effectiveness, ease of use, and an enhanced customer experience. Benefit from our proficiency in deploying and managing successful contact centers worldwide.

Success stories

UsAgainstAlzheimer's partners with Virtusa to manage and enhance their revolutionary BrainGuide® platform

Learn how UsAgainstAlzheimer's partnered with Virtusa to manage and enhance their revolutionary BrainGuide® platform to assist with the early detection of Alzheimer's

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Unum Insurance Builds Scalable cloud-based solution on AWS connect

A leading US-based insurance company, Unum, partnered with Virtusa to replace its legacy, on-premises contact center application with an omnichannel AWS cloud solution based on Amazon Connect.

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Virtusa's Innovative CAI, DevOps, and AWS Solution for a biotechnology giant

A biotech company collaborates with Virtusa and AWS to revolutionize customer support through Conversational AI. Backed by Virtusa's expertise and AWS's technology, they aim to transform customer interactions and services, reshaping engagement.

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Speak with an expert

Learn more about how Virtusa can help you enhance CX with intelligent intent-driven solutions.