Khoros is collaborating with AWS in a partnership to include integration with Amazon Connect, with the aim to bring voice capabilities into Khoros’ AI-powered contact centre solution.
Jack Blaha, Chief Executive Officer of Khoros, said: “Customers demand tailored experiences from the brands they love, and Khoros in your contact centre ensures you can deliver a truly personalised and positive customer experience.
“Leveraging AI and Khoros CX Insights, our platform harnesses data that exists across millions of customer interactions so that agents using Khoros can build trust and make the customer feel valued while providing a superior agent experience. With Khoros, every brand can provide personalised customer service across all channels, without doubling contact centre staff.”
By integrating with Amazon Connect’s cloud contact centre technology, Khoros gives its customers the power to deliver true omni-channel experiences that are personalised, contextual, and seamless across all channels.
This will include the ability to engage with customers via messaging and voice in a single experience, transcribe voice to text, make agile changes to interactive voice response (IVR) automation, and deliver inbound and outbound callbacks — all within the Khoros platform. As a result, contact centres can improve their customer experience (CX), increase agent efficiency, and reduce traditional call centre costs.
Chris Tranquill, Chief of Strategy at Khoros, added: “We are excited to integrate with Amazon Connect and give our customers a complete omnichannel engagement platform.