Drive the customer experience in the Digital World with CMC TS, AWS and Genesys

True to the spirit of the topic, the workshop focused on discussing solutions related to customer experience and how to apply them to maximize efficiency, focusing on the Contact Center solution.

 The seminar opened with a sharing about "The future of the insurance industry in the digital world" by Ms. Angel Kuan - Insurance Director from Genesys Asia Pacific. “The applications that inherit the power of IoT are giving businesses more tools to enhance the customer experience, making risk management more precise and rigorous. Through the power of technology, businesses, especially insurance companies, can provide customers with personalized experiences seamlessly and consistently across all interactive channels.” Sister Angel said.

Referring to the problem of proactively and automatically interacting with real-time on Voice & Digital channels, Mr. Nguyen Thanh Nhan - IP Contact Center Manager of CMC TS shared: “The Contact Center system plays an important role in Building and maintaining relationships with customers. The Genesys Contact Center solution is a True OmniChannel solution that unifies all communication and interaction channels, making it possible for businesses to manage the entire customer journey and provide a consistent, purposeful experience. Creating a personalized customer experience requires the application of technology that supports Proactive and Automation. This combination benefits both businesses and customers, providing fast, quality service and personalized interactions.”

Mr. Hieu Hoang – Director of Solution Architecture of AWS Vietnam also spent time sharing about the Contact Center Intelligence (CCI) solution on the AWS cloud: “CCI focuses on 3 main cases that need to be solved by AI and automation: the first case, helping users quickly find answers and complete transactions themselves without the help of a live agent; the second case is real-time call analytics and agent support; The third case is post-call analytics that help businesses better understand their customers and come up with solutions that help solve their problems faster.”

The seminar took place in an atmosphere of lively discussion, customers constantly asked questions to experts through real-life situations that businesses are currently facing. After listening to each case, experts have provided useful technology advice, thereby helping customers find a direction that is more suitable for practical needs.
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