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Intelligent Customer Operations ICO Powered by Amazon Connect
Intelligent Business Operations

Intelligent Customer Operations Powered by Amazon Connect

Drive frictionless, omnichannel customer experiences with Amazon Connect

Drive frictionless customer interactions across the AWS ecosystem

Capgemini’s Intelligent Customer Operations Powered by Amazon Connect solution leverages enterprise-grade contact center capabilities, security, governance, and operational policies with the breadth, depth, and reliability of Amazon Web Services – putting the customer at the center of your business to deliver seamless and connected digital experiences.

Our next-generation contact center service solution provides a digitally augmented yet human-centric experience through a persona-led service design that integrates humans and technology to drive more meaningful, emotive, and frictionless customer relationships with your clients and partners across your entire customer ecosystem and portfolio, to deliver:

  • 15% shortened average handle time
  • 20% reduction in overall supervisor efforts
  • 24% reduction in call volume routing
  • 31% reduction in subscription and usage costs
  • 60% reduction in overall system administrator efforts

About authors

Anjali Pendlebury-Green

Global Head of the Intelligent Customer Operations Practice, Capgemini's Business Services
I am an expert in the field of HR Outsourcing and HR Transformation, specializing in delivering HR solutions that leverage global outsourcing platforms, leading edge technology, stack offers and process standardization. I have led award-winning HRO teams for large multinational companies with a special focus on the manufacturing sector.

Philip Bush

CxO Advisor – AI/ML | CCaaS | Web3 | Mobile | Digital | Blockchain – Capgemini
Philip Bush is the Amazon Connect SME & GTM Lead in North America focusing on cloud contact center modernization across all business sectors.