GTS’s ability to leverage AWS’s cloud capabilities to drive digital transformation for our clients, overcome industry challenges, [J1]and set a benchmark for excellence in the AWS partner ecosystem. Beyond being an integrator and implementer, GTS excels in helping clients get the most out of the latest technologies, aiming to achieve a ‘Total Experience’ transformation rather than just implementing the latest tech. This year, trends such as AI and machine learning integration, serverless computing, and enhanced security protocols will shape the AWS landscape. GTS plans to leverage these trends by continuously innovating its service offerings, incorporating advanced analytics, and ensuring robust security measures.

GTS, Ram Agarwal, CEO, says, “As artificial intelligence continues to rise, GTS will

leverage emerging AI trends to stay on the cutting edge of CX tech innovation. We will continue to develop technologies like Retrieval Augmented Generation (RAG),

Generative AI, and Responsible AI that can be used as chatbots on both the customer's and the organization’s end. These chatbots manifest the evolution of our AI of erring  and can do more for our organizations, synthesizing and compiling more data than before.” Company decision-makers often grapple with issues like cost optimization, data security, and seamless integration of AWS services. They also face challenges finding AWS partners to deploy customized solutions instead of pre-packaged ones.

GTS addresses these challenges by offering tailored solutions that optimize costs through efficient resource management, implement stringent security protocols, and ensure smooth integration with existing systems. The company adopts a phased approach, building and deploying solutions incrementally and developing custom solutions as needs evolve. This allows GTS to provide personalized solutions. Additionally, it strives to be a pioneer in developing artificially intelligent solutions to solve customer and agent experience challenges using AWS products like Bedrock, Lex, S3, Connect, and EC2.

Customer experience transformation can start with the switch from on-premises call centers to cloud-based technology, which allows for collecting data and analytics such as consumer journey, consumer satisfaction, and agent engagement. It can also involve improved telephone functionality like IVR and ACD systems that facilitate better routing and enhanced self-service options that reduce the number of calls and emails received for simple questions.

Chatbots and virtual assistants for agents and administration can store and synthesize data, creating more efficient and productive work conditions.

The methodology involves meeting clients where they are in their experience improvement journey. The team works together in a phased approach, first implementing the most basic features and then building bespoke solutions as the team collaborates with clients to identify key customer pain points and areas for business improvement. GTS's features include AI-based technology using Retrieval Augmented Generation (RAG) and Generative AI, efficient IVR and ACD systems that streamline call routing based on sentiment analysis, best-equipped agents, and other customizable factors.

The benefits include cutting-edge AI products using AWS as a basis for these

developments, improved customer journey with reduced frustration, redundancy, and time, and enhanced work experience for agents with better feedback and data collection. Citing case studies, Agarwal says the GTS team is well-versed in AWS solutions. One of their most recent projects is for a state’s Employment Development Department, where they are migrating 7,000 agents from on-premises to the cloud using Amazon Connect in partnership with an extensive AWS system integrator.

In this project, GTS is helping the Employment Development Department improve

outdated call center technology that bogs down agents and callers, expediting the caller journey by providing self-service options and equipping agents with valuable insights. Moving the Employment Development Department’s call center to the cloud includes installing chatbots on their website to increase self-service options, utilizing sentiment analysis to help prioritize callers in the queue, and adding call-back features that reduce time spent on hold waiting for agents. Additionally, GTS worked with its visual IVR partner to create a progressive dialling campaign for a state-wide government. This enabled the state to automatically make outbound calls at scheduled times, leveraging technology based on AWS’s offerings. Making this option available on such a large scale is a testament to GTS’s capabilities

running on AWS.

Several companies are vying for the top position, but GTS employs unique strategies to stay ahead of the competition. GTS’s distinct features include a tight knit, nimble team of developers and project managers who can get work done quickly and efficiently with consistent processes and methodologies.

The company offers customized solutions. Working with each customer to solve their  specific challenges and create total experience pipelines that serve and delight customers. Their competitive edge comes from their innovative team, which develops technology to creatively fill unique niches that other larger companies will not address. The company takes small to large projects, allowing it to create new technologies that larger enterprises may overlook. The bigger enterprises favour fast, easy, generic migrations to the cloud.

GTS is on the path to expanding its footprint and platform capabilities. Revealing a limited view of GTS's future, Agarwal shared their Footprint Expansion Plans and Platform Enhancement Strategies. The plans also include continuously improving their solutions offerings and building scalable, modular, and robust AI-driven solutions catering to a wide range of customer use cases. Their expansion plans also include focused marketing messages on customer experience, AI, and solutions to enhance customer and employee experience.

“GTS would like to highlight our investment in our innovation labs, which continuously develop prototypes for healthcare and other industries. One such prototype is Omni Radiography, which provides healthcare providers with a simple and easy-to-use chatbot capable of processing mammograms and X-rays to provide insights,” says Agarwal.