INTRODUCTION
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A greater focus on customer experience is driving businesses into a new era for contact centers—
where global teams of agents are empowered by technology to maximize their productivity, delight
customers, and create competitive differentiation.
The contact center is often the first or most urgent of your customer touch points, serving as a 24/7
global face and voice of the company. As such, businesses are increasingly finding ways to incorporate
contact centers into the larger customer experience—transforming them into profit centers and
ensuring they reflect the company's values, messaging, and commitment to service.
Reflective of this transition, contact center operation leaders are now expected to address a wide
variety of customer needs, including:
To effectively and securely meet these needs, businesses are employing fast-growing global fleets of both
centralized and remote workers. However, this paradigm shift has raised several challenging technology
questions for contact center leaders, such as: How do I rapidly enable my agents to work from home
effectively? How do I quickly onboard new agents to meet unprecedented spikes in call volume? How do I
maintain compliance with government regulations and security best practices from a remote environment?
In the following pages, we'll show you how AWS End User Computing (EUC) Services can help you find
the answers to these questions—and create a contact center that meets your needs in this current era
and gives you the agility to adapt to whatever the next era might be.
• Sales
• Customer care
• Marketing
• Personas management
• Loyalty
• Media engagement
• Franchisee support
• Back-office support
Build a contact center that adapts
to changing business conditions
