Make Voice Your CX Game Changer: Smarter for Agents and Better for Customers

In the rush to adopt digital messaging and chatbots, voice was frequently left behind. Yet, voice still handles 65% of inbound contact center interactions because customers prefer talking when issues get emotional or complex. Unfortunately, outdated infrastructure often strips away customer context , forcing repetitive conversations and contributing to a 63% agent burnout rate. Powered by AWS, Zendesk for Contact Center unifies live calls and digital workflows into a single workspace.

Download this eBook to learn how to bridge the modern voice gap and build an efficient customer experience resolution engine.

• Eliminate channel friction: Place live voice interactions alongside chat, messaging, and email in one workspace. AI automatically tracks customer intent and history so callers never have to repeat themselves.
• Empower support teams: Combat agent burnout and tool fatigue using integrated AI that provides real-time transcription, sentiment cues, and automated post-call summaries.
• Scale with cloud agility: Leverage an Amazon Connect architecture to adjust queue logic and call flows on the fly without relying on heavy IT architecture changes.
• Deliver measurable value: See real-world proof points, including how Hoag Health cut ticket-resolution times by 86% and Five Iron Golf slashed telephony costs by 80%.