This article describes IBM Consulting's Contact Center Modernization (CCM) solution built on Amazon Connect, designed to transform customer service operations with AI-first capabilities.

• IBM CCM combines Amazon Connect with enriched functionality and generative AI accelerators
• Delivers as managed service with implementation in under four months, minimal upfront costs
• Provides omnichannel integration across voice, chat, email, and messaging channels
• Four generative AI accelerators: automated email handling, agent assist, conversation summarization, information extraction
• Pre-built industry cartridges for banking, utilities, telecom, retail, and insurance sectors
• Architecture leverages Amazon Bedrock, SageMaker, Lex, Connect Lens, and QuickSight
• Key benefits include improved agent performance, reduced handling time, increased customer satisfaction

IBM Consulting CCM enables rapid contact center transformation by combining AWS services with pre-built AI capabilities and industry-specific solutions, reducing implementation risk and cost.