Digitally transformed contact center cuts AHT by 25%
Digitally transformed contact center cuts AHT by 25%
3 PagesAn insurance company in the US faced challenges with high contact center volumes and limited self-service options, leading to long wait times. Utilizing Amazon Connect and Cognizant Intelligent Interactions, they transformed their contact center, reducing calls by 9%, cutting average handling time by 25%, and achieving a ~28% self-service containment rate. This digital transformation allowed for omnichannel support, streamlined operations, and enhanced customer experiences, significantly boosting productivity for over 2,200 agents.
