Uploaded July 2026 | Updated September 2026, 2 weeks ago
See how Dominion Energy achieved measurable business outcomes by modernizing its contact center with Amazon Connect Customer. By implementing AI-powered transcription, intelligent routing, conversational IVR, and agent-assist capabilities, Dominion Energy reduced offered and handled calls by 19%, improved IVR containment from 76% to 84%, and increased agent and IVR CSAT. The transformation also reduced agent attrition from 24% to 11%, generated millions in operational savings, and improved both customer satisfaction and employee engagement. Learn how Amazon Connect Customer helped Dominion Energy create a more efficient, customer-focused contact center at scale.
Learn more about AWS events: https://go.aws/events
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More AWS videos: bit.ly/2O3zS75
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ABOUT AWS
Amazon Web Services (AWS) hosts events, both online and in-person, bringing the cloud computing community together to connect, collaborate, and learn from AWS experts. AWS is the world’s most comprehensive and broadly adopted cloud platform, offering over 200 fully featured services from data centers globally. Millions of customers—including the fastest-growing startups, largest enterprises, and leading government agencies—are using AWS to lower costs, become more agile, and innovate faster.
#AWSEvents
See how Dominion Energy achieved measurable business outcomes by modernizing its contact center with Amazon Connect Customer. By implementing AI-powered transcription, intelligent routing, conversational IVR, and agent-assist capabilities, Dominion Energy reduced offered and handled calls by 19%, improved IVR containment from 76% to 84%, and increased agent and IVR CSAT. The transformation also reduced agent attrition from 24% to 11%, generated millions in operational savings, and improved both customer satisfaction and employee engagement. Learn how Amazon Connect Customer helped Dominion Energy create a more efficient, customer-focused contact center at scale.
Learn more about AWS events: https://go.aws/events
Subscribe:
More AWS videos: bit.ly/2O3zS75
More AWS events videos: bit.ly/316g9t4
ABOUT AWS
Amazon Web Services (AWS) hosts events, both online and in-person, bringing the cloud computing community together to connect, collaborate, and learn from AWS experts. AWS is the world’s most comprehensive and broadly adopted cloud platform, offering over 200 fully featured services from data centers globally. Millions of customers—including the fastest-growing startups, largest enterprises, and leading government agencies—are using AWS to lower costs, become more agile, and innovate faster.
#AWSEvents
