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Building a Omnichannel Cloud Contact Center

December 28, 2020

In this session, hear about the recently-launched web and mobile chat for Amazon Connect. Learn how Deloitte is deploying voice and chat at scale with Amazon Connect to improve customer engagement and how it implemented the solution across its global contact centers, what it learned along the way, and next steps in its contact center evolution. Specifically, we will shares experiences with multi-session agents, best practices for using voice and chat simultaneously, and its approach to dynamic customer experiences. Also why Amazon Connect is used to provide contact center solutions to its own customers.

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