{"id":618985,"date":"2022-08-18T14:32:12","date_gmt":"2022-08-18T14:32:12","guid":{"rendered":"https:\/\/www.capgemini.com\/ca-en\/?page_id=618985"},"modified":"2025-04-03T06:30:03","modified_gmt":"2025-04-03T10:30:03","slug":"exceed-customer-expectations-with-a-cloud-contact-center","status":"publish","type":"page","link":"https:\/\/www.capgemini.com\/ca-en\/solutions\/exceed-customer-expectations-with-a-cloud-contact-center\/","title":{"rendered":"Exceed customer expectations with a cloud contact center"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/30\/2022\/05\/Exceed-customer-exp-ccc-web-banner.png?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/30\/2022\/05\/Exceed-customer-exp-ccc-web-banner.png?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/30\/2022\/05\/Exceed-customer-exp-ccc-web-banner.png?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/30\/2022\/05\/Exceed-customer-exp-ccc-web-banner.png?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/30\/2022\/05\/Exceed-customer-exp-ccc-web-banner.png?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/30\/2022\/05\/Exceed-customer-exp-ccc-web-banner.png?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/30\/2022\/05\/Exceed-customer-exp-ccc-web-banner.png?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/30\/2022\/05\/Exceed-customer-exp-ccc-web-banner.png?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/30\/2022\/05\/Exceed-customer-exp-ccc-web-banner.png\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">Exceed customer expectations with a cloud contact center<\/h1><\/div><div class=\"inner-row-insight download-btn\"><div class=\"col-md-4 downloadFiles addPadding\"><a class=\"button-download--small\" type=\"download\" href=\"https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/30\/2022\/05\/AMAZON-Connect-brochure-v2.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><span>AMAZON-Con&#8230;<\/span><span class=\"type\">20 MB  pdf<\/span><\/a><\/div><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-intro-para undefined section section--intro\"><div class=\"intro-para\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/ca-en\/solutions\/exceed-customer-expectations-with-a-cloud-contact-center\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https:\/\/www.capgemini.com\/ca-en\/solutions\/exceed-customer-expectations-with-a-cloud-contact-center\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><h2 class=\"intro-para-title\">Customer expectations are growing and every interaction is important. But the challenge for companies is to meet rising expectations without increasing costs.<\/h2><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-11 col-lg-10 offset-md-1 offset-lg-1\"><div class=\"article-text article-quote-text\">\n<p>Amazon Connect provides an omnichannel cloud Contact-Center-as-a-Service (CCaaS) solution built from the ground up on AWS cloud that can scale to any business requirement. A single, unified contact center using Amazon Connect manages voice, chat, and task management while improving the agent experience.<\/p>\n\n\n\n<p>According to a recent <a href=\"https:\/\/pages.awscloud.com\/Amazon_Connect_Forrester_TEI_Report.html\" target=\"_blank\" rel=\"noreferrer noopener\">research report<\/a>, moving to an AWS cloud contact center can save up to 30 percent almost immediately. We have proven experience implementing Amazon Connect for global clients. Capgemini\u2019s Amazon Connect services team can create complex call flows easily, with the ability to build conditional logic based on parameters as well as custom logic<\/p>\n\n\n\n<p>Advanced features including chat bots, natural-language interactions, and real-time sentiment analysis can take your customer experience and business effectiveness to the next level.<\/p>\n\n\n\n<p>Read <em><a href=\"https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/30\/2022\/05\/AMAZON-Connect-brochure-v2.pdf\"><strong>Creating the contact center of the future<\/strong><\/a>, now<\/em> to learn how an omnichannel cloud contact center can deliver the best customer experience.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":27,"featured_media":618991,"parent":584467,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"{\"uuid\":\"3dc37553-1ce1-43c0-9355-2dfa93fefce6\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":true,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":false,"cg_dt_link_disabled":false,"_yoast_wpseo_primary_brand":"","footnotes":"","featured_focal_points":"","partner_card_description":"","gsap_animation":0},"brand":[],"partner_type":[],"service":[35],"industry":[],"partners":[165],"page-type":[226],"content-group":[],"class_list":["post-618985","page","type-page","status-publish","has-post-thumbnail","hentry","service-cloud","partners-aws","page-type-solutions"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.8 (Yoast SEO v22.8) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Exceed customer expectations with a cloud contact center - Capgemini Canada - English<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.capgemini.com\/ca-en\/solutions\/exceed-customer-expectations-with-a-cloud-contact-center\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Exceed customer expectations with a cloud contact center\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.capgemini.com\/ca-en\/solutions\/exceed-customer-expectations-with-a-cloud-contact-center\/\" \/>\n<meta property=\"og:site_name\" content=\"Capgemini Canada - English\" \/>\n<meta property=\"article:modified_time\" content=\"2025-04-03T10:30:03+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/17\/2022\/08\/AWS-Customer-connect-featured-image.png\" \/>\n\t<meta property=\"og:image:width\" content=\"876\" \/>\n\t<meta property=\"og:image:height\" content=\"480\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.capgemini.com\/ca-en\/solutions\/exceed-customer-expectations-with-a-cloud-contact-center\/\",\"url\":\"https:\/\/www.capgemini.com\/ca-en\/solutions\/exceed-customer-expectations-with-a-cloud-contact-center\/\",\"name\":\"Exceed customer expectations with a cloud contact center - Capgemini Canada - English\",\"isPartOf\":{\"@id\":\"https:\/\/www.capgemini.com\/ca-en\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.capgemini.com\/ca-en\/solutions\/exceed-customer-expectations-with-a-cloud-contact-center\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.capgemini.com\/ca-en\/solutions\/exceed-customer-expectations-with-a-cloud-contact-center\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/17\/2022\/08\/AWS-Customer-connect-featured-image.png\",\"datePublished\":\"2022-08-18T14:32:12+00:00\",\"dateModified\":\"2025-04-03T10:30:03+00:00\",\"breadcrumb\":{\"@id\":\"https:\/\/www.capgemini.com\/ca-en\/solutions\/exceed-customer-expectations-with-a-cloud-contact-center\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.capgemini.com\/ca-en\/solutions\/exceed-customer-expectations-with-a-cloud-contact-center\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.capgemini.com\/ca-en\/solutions\/exceed-customer-expectations-with-a-cloud-contact-center\/#primaryimage\",\"url\":\"https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/17\/2022\/08\/AWS-Customer-connect-featured-image.png\",\"contentUrl\":\"https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/17\/2022\/08\/AWS-Customer-connect-featured-image.png\",\"width\":876,\"height\":480},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.capgemini.com\/ca-en\/solutions\/exceed-customer-expectations-with-a-cloud-contact-center\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/www.capgemini.com\/ca-en\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Solutions\",\"item\":\"https:\/\/www.capgemini.com\/ca-en\/solutions\/\"},{\"@type\":\"ListItem\",\"position\":3,\"name\":\"Exceed customer expectations with a cloud contact center\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.capgemini.com\/ca-en\/#website\",\"url\":\"https:\/\/www.capgemini.com\/ca-en\/\",\"name\":\"Capgemini Canada - English\",\"description\":\"Capgemini Canada - English\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.capgemini.com\/ca-en\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-US\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Exceed customer expectations with a cloud contact center - Capgemini Canada - English","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.capgemini.com\/ca-en\/solutions\/exceed-customer-expectations-with-a-cloud-contact-center\/","og_locale":"en_US","og_type":"article","og_title":"Exceed customer expectations with a cloud contact center","og_url":"https:\/\/www.capgemini.com\/ca-en\/solutions\/exceed-customer-expectations-with-a-cloud-contact-center\/","og_site_name":"Capgemini Canada - English","article_modified_time":"2025-04-03T10:30:03+00:00","og_image":[{"width":876,"height":480,"url":"https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/17\/2022\/08\/AWS-Customer-connect-featured-image.png","type":"image\/png"}],"twitter_card":"summary_large_image","twitter_misc":{"Est. reading time":"2 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/www.capgemini.com\/ca-en\/solutions\/exceed-customer-expectations-with-a-cloud-contact-center\/","url":"https:\/\/www.capgemini.com\/ca-en\/solutions\/exceed-customer-expectations-with-a-cloud-contact-center\/","name":"Exceed customer expectations with a cloud contact center - Capgemini Canada - English","isPartOf":{"@id":"https:\/\/www.capgemini.com\/ca-en\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.capgemini.com\/ca-en\/solutions\/exceed-customer-expectations-with-a-cloud-contact-center\/#primaryimage"},"image":{"@id":"https:\/\/www.capgemini.com\/ca-en\/solutions\/exceed-customer-expectations-with-a-cloud-contact-center\/#primaryimage"},"thumbnailUrl":"https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/17\/2022\/08\/AWS-Customer-connect-featured-image.png","datePublished":"2022-08-18T14:32:12+00:00","dateModified":"2025-04-03T10:30:03+00:00","breadcrumb":{"@id":"https:\/\/www.capgemini.com\/ca-en\/solutions\/exceed-customer-expectations-with-a-cloud-contact-center\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.capgemini.com\/ca-en\/solutions\/exceed-customer-expectations-with-a-cloud-contact-center\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.capgemini.com\/ca-en\/solutions\/exceed-customer-expectations-with-a-cloud-contact-center\/#primaryimage","url":"https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/17\/2022\/08\/AWS-Customer-connect-featured-image.png","contentUrl":"https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/17\/2022\/08\/AWS-Customer-connect-featured-image.png","width":876,"height":480},{"@type":"BreadcrumbList","@id":"https:\/\/www.capgemini.com\/ca-en\/solutions\/exceed-customer-expectations-with-a-cloud-contact-center\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.capgemini.com\/ca-en\/"},{"@type":"ListItem","position":2,"name":"Solutions","item":"https:\/\/www.capgemini.com\/ca-en\/solutions\/"},{"@type":"ListItem","position":3,"name":"Exceed customer expectations with a cloud contact center"}]},{"@type":"WebSite","@id":"https:\/\/www.capgemini.com\/ca-en\/#website","url":"https:\/\/www.capgemini.com\/ca-en\/","name":"Capgemini Canada - English","description":"Capgemini Canada - English","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.capgemini.com\/ca-en\/?s={search_term_string}"},"query-input":"required name=search_term_string"}],"inLanguage":"en-US"}]}},"brand_term":[],"parsely":{"version":"1.1.0","canonical_url":"https:\/\/capgemini.com\/ca-en\/solutions\/exceed-customer-expectations-with-a-cloud-contact-center\/","smart_links":{"inbound":0,"outbound":0},"traffic_boost_suggestions_count":0,"meta":{"@context":"https:\/\/schema.org","@type":"WebPage","headline":"Exceed customer expectations with a cloud contact center","url":"https:\/\/www.capgemini.com\/ca-en\/solutions\/exceed-customer-expectations-with-a-cloud-contact-center\/","mainEntityOfPage":{"@type":"WebPage","@id":"https:\/\/www.capgemini.com\/ca-en\/solutions\/exceed-customer-expectations-with-a-cloud-contact-center\/"},"thumbnailUrl":"https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/17\/2022\/08\/AWS-Customer-connect-featured-image.png?w=150&h=150&crop=1","image":{"@type":"ImageObject","url":"https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/17\/2022\/08\/AWS-Customer-connect-featured-image.png"},"articleSection":"Uncategorized","author":[],"creator":[],"publisher":{"@type":"Organization","name":"Capgemini Canada - English","logo":""},"keywords":[],"dateCreated":"2022-08-18T14:32:12Z","datePublished":"2022-08-18T14:32:12Z","dateModified":"2025-04-03T10:30:03Z"},"rendered":"<meta name=\"parsely-title\" content=\"Exceed customer expectations with a cloud contact center\" \/>\n<meta name=\"parsely-link\" content=\"https:\/\/www.capgemini.com\/ca-en\/solutions\/exceed-customer-expectations-with-a-cloud-contact-center\/\" \/>\n<meta name=\"parsely-type\" content=\"index\" \/>\n<meta name=\"parsely-image-url\" content=\"https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/17\/2022\/08\/AWS-Customer-connect-featured-image.png?w=150&amp;h=150&amp;crop=1\" \/>\n<meta name=\"parsely-pub-date\" content=\"2022-08-18T14:32:12Z\" \/>\n<meta name=\"parsely-section\" content=\"Uncategorized\" \/>","tracker_url":"https:\/\/cdn.parsely.com\/keys\/capgemini.com\/p.js"},"archive_status":false,"featured_image_src":"https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/17\/2022\/08\/AWS-Customer-connect-featured-image.png","featured_image_alt":"","jetpack_sharing_enabled":true,"distributor_meta":false,"distributor_terms":false,"distributor_media":false,"distributor_original_site_name":"Capgemini Canada - English","distributor_original_site_url":"https:\/\/www.capgemini.com\/ca-en","push-errors":false,"_links":{"self":[{"href":"https:\/\/www.capgemini.com\/ca-en\/wp-json\/wp\/v2\/pages\/618985","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.capgemini.com\/ca-en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.capgemini.com\/ca-en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.capgemini.com\/ca-en\/wp-json\/wp\/v2\/users\/27"}],"replies":[{"embeddable":true,"href":"https:\/\/www.capgemini.com\/ca-en\/wp-json\/wp\/v2\/comments?post=618985"}],"version-history":[{"count":6,"href":"https:\/\/www.capgemini.com\/ca-en\/wp-json\/wp\/v2\/pages\/618985\/revisions"}],"predecessor-version":[{"id":676610,"href":"https:\/\/www.capgemini.com\/ca-en\/wp-json\/wp\/v2\/pages\/618985\/revisions\/676610"}],"up":[{"embeddable":true,"href":"https:\/\/www.capgemini.com\/ca-en\/wp-json\/wp\/v2\/pages\/584467"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.capgemini.com\/ca-en\/wp-json\/wp\/v2\/media\/618991"}],"wp:attachment":[{"href":"https:\/\/www.capgemini.com\/ca-en\/wp-json\/wp\/v2\/media?parent=618985"}],"wp:term":[{"taxonomy":"brand","embeddable":true,"href":"https:\/\/www.capgemini.com\/ca-en\/wp-json\/wp\/v2\/brand?post=618985"},{"taxonomy":"partner_type","embeddable":true,"href":"https:\/\/www.capgemini.com\/ca-en\/wp-json\/wp\/v2\/partner_type?post=618985"},{"taxonomy":"service","embeddable":true,"href":"https:\/\/www.capgemini.com\/ca-en\/wp-json\/wp\/v2\/service?post=618985"},{"taxonomy":"industry","embeddable":true,"href":"https:\/\/www.capgemini.com\/ca-en\/wp-json\/wp\/v2\/industry?post=618985"},{"taxonomy":"partners","embeddable":true,"href":"https:\/\/www.capgemini.com\/ca-en\/wp-json\/wp\/v2\/partners?post=618985"},{"taxonomy":"page-type","embeddable":true,"href":"https:\/\/www.capgemini.com\/ca-en\/wp-json\/wp\/v2\/page-type?post=618985"},{"taxonomy":"content-group","embeddable":true,"href":"https:\/\/www.capgemini.com\/ca-en\/wp-json\/wp\/v2\/content-group?post=618985"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}