1,000 Analysts, Always On: How Agentic AI is Transforming Contact Centre Analytics

​AI is changing what's possible for analytics in the contact centre, and agents are the next leap forward. Imagine having 1,000 analysts working across every customer conversation you've ever had, always on, never missing a thing. Right now, getting answers from your contact centre data means analysts spending hours, sometimes days, building dashboards and pulling reports. With agents that changes completely. You ask a question, you get an answer. No long waiting and reduced manual work.

​Join EdgeTier, AWS, and our guest customer speaker Caroline Cooney-Hurrell, Global Customer Support and Contact Centre Operations Leader at Explora, for a detailed look at what this shift means for contact centre teams running on Amazon Connect. Caroline will share how Explora use EdgeTier across their contact centre operations, and also offer an inside look at what they've seen from early access to EdgeTier's Agentic AI product 'Ask'.

​Speakers:

• ​Bart Lehane, Co-founder & CCO, EdgeTier

• ​Caroline Cooney-Hurrell, Global Customer Support and Contact Centre Operations Leader at Explora

• ​Milo Oostergo, Principal Solutions Architect, AWS