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Explore how Cochlear, the global leader in implantable hearing solutions, leverages Amazon Connect to enhance contact center observability and deliver exceptional customer service in this 54-minute conference session from AWS re:Invent 2025. Discover strategies for achieving real-time visibility into contact center operations and customer interactions, learning how to observe and manage end-to-end customer experience operations effectively. Gain insights into forecasting contacts, planning workforce schedules, and delivering human agent coaching using Amazon Connect's comprehensive platform. Understand how to harness the power of AI within Amazon Connect to achieve complete observability across your contact center operations, from initial customer contact through resolution and beyond.
