Ciena partners with Amazon Connect for a ‘ticket-less’ call center service
Telecommunication software company Ciena is shifting its operations to cloud contact center service Amazon Connect aiming to deliver a ticket-less help desk experience to its customers.
By integrating Ciena’s platform with Amazon Connect, the telecom company hopes to give instant solutions to the majority of help-desk problems, real-time answers for other common inquiries, as well as access to other AWS services — including Amazon Lex chatbot.
Ciena CIO Craig Williams hopes that by going ticket-less and cloud-based, the firm’s contact center services will be as “quick and easy to use as the Amazon shopping cart.”
To date, Ciena can eliminate about 50% of its call center tickets. Additionally, the firm already cut its wait times from the previous 10 to 15 minutes to only two minutes.
Williams revealed that they are also looking forward to exploring voice authentication through Amazon Quick Sight’s interactive business intelligence dashboards to spot patterns and outliers powered by AWS machine learning capabilities.
Ciena is also planning to utilize the Visual IVR (interactive voice response system) to allow the company’s “mobile customer engagement to guide inbound callers to a web-based support experience.”
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