Customer service is a crucial element of brand reputation and business success. Contact centers are vital to enabling a two-way agent-customer interaction and essential to delivering a superior customer service experience. Conversely, a poor experience can lead to customer churn. Organizations invest in omnichannel contact centers for a competitive edge in enhancing customer experience.
Today, organizations are developing data lake strategies to harness intelligence from the diverse and ever-growing data. Rapid data volume growth creates challenges in data management and storage capacity. The survey indicates a 9% increase in organic revenue growth for organizations that implemented a data lake.
To get the most advanced analytics benefits, organizations need a robust platform and cost-effective solution to run a thriving contact center. Amazon Web Services (AWS) provides customers with a comprehensive set of services and a scalable platform to ensure high availability, security, and resiliency of a data lake in the cloud.
This whitepaper outlines the best practices for architecting a contact center data lake with Amazon Connect.
