At AWS re:Invent 2022 we announced the availability of step-by-step guides for Amazon Connect agent workspace in preview. My colleagues who collaborated to write the announcement post wrote about some of the challenges that contact centers face with training new agents to get up to speed with their agent desktop. They also mentioned that until agents become proficient, it takes them longer to address customer needs effectively, resulting in customer dissatisfaction. Amazon Connect agent workspace was announced in 2021 and is a single, intuitive application that provides contact center agents with the tools that are required to onboard an agent quickly, resolve issues efficiently, and improve the customer experience. With Amazon Connect agent workspace, the agent is provided with all…
How French Broadcaster TF1 Used AWS Cloud Technology and Expertise to Bring the FIFA World Cup to Millions
Three years before millions of viewers saw, arguably, one of the most thrilling World Cup Finals ever broadcast, TF1, the leading private TV channel in France, started a project to redefine the foundations of its broadcasting platform, including adopting a new cloud-based architecture. They, and all other broadcasters, have been observing diminishing audiences for traditional over-the-air broadcasting and increasing popularity of digital platforms, such as smart TVs, and boxes like FireTV, ChromeCast, and AppleTV, as well as laptops, tablets, and mobile phones. According to Thierry Bonhomme, CTO of eTF1 (the group within TF1 in charge of digital platforms) whom I recently interviewed for the AWS French Podcast, digital broadcasting now accounts for 20–25 percent of TF1’s total audience. This online…
AWS Application Migration Service Major Updates: Import and Export Feature, Source Server Migration Metrics Dashboard, and Additional Post-Launch Actions
AWS Application Migration Service (AWS MGN) can simplify and expedite your migration to AWS by automatically converting your source servers from physical, virtual, or cloud infrastructure to run natively on AWS. In the post, How to Use the New AWS Application Migration Server for Lift-and-Shift Migrations, Channy introduced us to Application Migration Service and how to get started. By using Application Migration Service for migration, you can minimize time-intensive, error-prone manual processes by automating replication and conversion of your source servers from physical, virtual, or cloud infrastructure to run natively on AWS. Last year, we introduced major improvements such as new migration servers grouping, an account-level launch template, and a post-launch actions template. Today, I’m pleased to announce three major…
Amazon Chime SDK Call Analytics: Real-Time Voice Tone Analysis and Speaker Search
Today, I am pleased to announce the availability of Amazon Chime SDK call analytics, a new set of capabilities that helps make it easier and cost effective to record and generate insights on real-time audio calls: transcription, voice tone analysis, and speaker search. We’ve also improved the Amazon Chime SDK section of the AWS Management Console to let you integrate machine learning (ML)-based services, such as these new call analytics capabilities or Amazon Transcribe into your audio applications in just a few steps. Voice Analytics: Voice Tone Analysis and Speaker Search Voice analytics delivers real-time insights into audio conversations. It helps detect and classify participants expressing a positive, neutral, or negative tone. Typically, enterprises working in regulated industries have obligations…