IBM Consulting Contact Center Modernization (CCM) on Amazon Connect uses Amazon Q in Connect and Contact Lens for generative agent assist
IBM Consulting CCM is a managed contact center modernization solution built on Amazon Connect that adds generative AI accelerators for omnichannel customer service. The solution combines voice, chat, email, and messaging with custom agent and supervisor experiences, centralized analytics, and RAG-based AI features for agent assist, semantic search, summarization, and information extraction.
- Organization
- IBM Consulting
- Industry
- Professional Services
- Location
- United States
- Published
- July 2023
Reported outcomes
Strategic outcomes
Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks
- Customer
- IBM Consulting
- Provider
- AWS
- Maturity
- Production
- Linked source
- AWS Partner Network
Deployed IBM Consulting CCM as a managed service on Amazon Connect in less than four months
Primary read
Use case focus
Showing 3 of 5
- 1Contact Center Modernization
- 2Customer Service Automation
- 3Agent Assist
- Modernize contact center capabilities across channels.
- Reduce agent workload and after-call work.
- Improve self-service and agent-assisted experiences with generative AI.
- Deployed IBM Consulting CCM as a managed service on Amazon Connect in less than four months.
- Added generative AI accelerators for automated email handling, agent semantic search, after-call summarization, and information extraction.
- Used Amazon Q in Connect for suggested responses, Amazon Connect Contact Lens for speech and sentiment analysis, AWS Lambda and AWS Step Functions for orchestration, Amazon S3 for storage, and Amazon QuickSight for analytics.
- Integrated omnichannel voice, chat, email, and messaging with role-based access control and centralized reporting.
- The article says the solution improves agent performance and satisfaction.
- It is intended to shorten average handling time.
- It is intended to increase customer satisfaction and reduce contact center load through automation.
- It also improves visibility into interactions for personalization and reporting.
Architecture
IBM Consulting CCM uses Amazon Connect as the core contact center platform and layers on custom-built retrieval-augmented generation (RAG) and other accelerators. AWS Lambda and AWS Step Functions orchestrate integrations to external systems such as CRM platforms. Amazon Connect Contact Lens handles speech and sentiment analysis, Amazon Q in Connect provides suggested responses, and AmazonS3/Amazon QuickSight support storage and BI reporting. The solution includes custom agent and supervisor UIs plus a unified data layer for analytics and compliance.
Sources & evidence1
- Customer explicitly identified
- Deployment status explicitly supported
- Technical implementation details available
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