Announcing General Availability of Step-by-Step Guides for Amazon Connect Agent Workspace

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…