VoiceFoundry's Luke McNamara has previously written a Blog about the power of using AWS Lambda to access customer data. It’s one of a number of cloud services that make up Amazon’s Cognitive CX suite. Luke continues his examination of the advances being made in the traditional contact center technologies, utilizing his 20 years in the industry to view the move from basic call centers to omnichannel customer experience platforms.
In this Blog Luke asks: what would you do if your contact center could easily query your customer data? For him, Cognitive CX it is about being able to easily access customer and operational data and use it to provide smart customer experiences. It’s what marketers are constantly striving to achieve – providing a one-to-one personalized experience for each customer.
Continue to read his insightful thoughts on Cognitive CX here.