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Cochlear, a global leader in implantable hearing devices, managed multiple contact centers, tools, and systems across regions. To simplify operations and improve service, the company turned to Amazon Connect to standardize its contact center platform across 14 languages worldwide. With Amazon Connect's AI-powered conversational analytics, Cochlear can now analyze every customer interaction and scale quality management efforts dramatically — from 1,000 manual evaluations per month to more than 22,000. This shift enables more targeted agent training, a more consistent customer experience, and significant cost savings due to a reduced reliance on third-party tools.
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2026/03/27
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