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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 Executive Vice President, Head of Europe (North Central) for Capgemini’s Business Services Global Business Line

Anjali Pendlebury-Green

Executive Vice President, Head of Europe (North Central), Capgemini’s Business Services
Anjali is the Head of Capgemini Business Services for North Europe. She supports large enterprises optimize their operations and build connections between Digital, Technology and Business Outcomes. Anjali has clear POVs on deploying digital and AI to deliver the right balance between Human and Technology effort. Anjali is also a member of the Capgemini Business Services Executive Leadership.
Philip Bush

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.