The e-book explains how Generative AI is transforming contact centers by improving efficiency, agent performance, and customer satisfaction. It identifies four key challenges—personalization, agent enablement, analytics, and self-service—and shows how GenAI enhances each through automation and intelligent insights. Benefits include faster resolution times, improved NPS scores, and reduced operational costs. SoftwareOne, an AWS Premier and Amazon Connect Delivery Partner, helps businesses integrate GenAI with existing data and workflows, leveraging tools like Amazon Bedrock to build scalable, AI-powered contact center solutions for better customer experiences.

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