Talkdesk Broadens Machine Learning Capabilities With Amazon Web Services Contact Center Intelligence
January 12, 2021 at 11:12 am EST
Share
Talkdesk®, Inc., is participating in the global expansion of Amazon Web Services (AWS) Contact Center Intelligence (CCI) solutions. AWS CCI solutions enable customers to leverage off-the-shelf functionalities powered by AWS machine learning (ML) with their current contact center provider to gain greater efficiencies and deliver increasingly tailored customer experiences — with no ML expertise required. As an AWS Partner, Talkdesk is now widely available to businesses looking for qualified cloud solutions providers with expertise in AWS to help them differentiate through customer experience and innovation. Talkdesk is expanding its ML offering to provide a wider range of ML-driven options and capabilities through AWS CCI solutions. With the addition of ML innovations from AWS CCI, Talkdesk customers gain a new level of flexibility to augment product capabilities and expand use-cases to satisfy business requirements. Talkdesk customers may now utilize AWS CCI solutions, Talkdesk iQ™ native AI components, or leverage the flexibility of Talkdesk CX Cloud™ to combine with other cloud providers’ contact center AI. This agility of choice enables customers to benefit from comprehensive and easy-to-implement AI applications. Support for AWS CCI is one of the examples where Talkdesk is collaborating with AWS. In addition, Talkdesk and AWS are engaging in co-selling activities as part of the AWS ISV Accelerate Program to drive new business and accelerate sales cycles by connecting participating ISVs with the AWS Sales organization to reflect the mutual commitment of AWS and Talkdesk. AWS CCI solutions can quickly and easily add intelligence to an existing contact center solution to improve service and reduce costs. AWS CCI solutions allow AWS Partners to leverage machine learning functionality such as transcription, text-to-speech, translation, enterprise search, chatbots, business intelligence, and language comprehension into current contact center environments. Through collaboration with AWS, Talkdesk Agent Assist™ and Talkdesk Speech Analytics™ now leverage Amazon Transcribe to extend the number of languages and accents in which these products are available.
Amazon.com, Inc. is one of the world leaders in on-line distribution of products to the general public. The group also operates a marketplace activity, allowing individuals and distribution companies to conduct their purchase and selling transactions for goods and services. The activity is organized around three families of products and services:
- electronic and computer products: toys, cameras, computers, laptops and peripherals, TVs, stereo systems, readers, wireless communication products, etc. Amazon.com also offers kitchen and garden equipment, clothing, beauty products, etc.;
- cultural products: books, musical products, video games and DVDs;
- other: primarily Internet interface and application development services.
Net sales break down by source of income between sales of services (55.5%) and sales of products (44.5%).
Net sales are distributed geographically as follows: the United States (68.8%), Germany (6.5%), the United Kingdom (5.9%), Japan (4.5%), and other (14.3%).