Our customer-a leading U.S. airline, renowned for being one of the largest in the world-embarked on a digital transformation to enhance customer experience and operational efficiency.
The airline replaced its on-prem Genesys ACD with a cloud-based solution, integrating NICE Cloud Recording and Enlighten AI with Amazon Connect. This shift leverages the advantages of the cloud to improve and expand use of innovative AI features, provides flexibility in supporting new, complex call flows with the new Amazon Connect mechanisms, and enhances process efficiency, while showcasing the airline’s commitment to excellence in customer service.
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