REPLY: COVU Transforms Customer Experience with Amazon Connect, Partnering with Storm Reply | PR Newswire [Video]

, /PRNewswire/ — Storm Reply, an AWS Premier Consulting Partner and member of the Reply network, has successfully implemented Amazon Connect for COVU, a leader in AI-native services for insurance agencies. This integration empowers COVU to enhance its customer experience, scale operations with a growing number of AI solutions, and drive business growth with a robust and flexible contact center platform.

COVU’s contact center, the core of its operations, manages customer calls, text messages, web inquiries, and emails for numerous client agencies. As the company grew, COVU sought to replace its legacy system, which had limitations in visibility and call management. To further elevate its telephony capabilities, gain deeper insights into essential metrics like average wait times and abandonment rates, and build a foundation for rapidly developing new AI solutions, COVU partnered with Storm Reply to implement Amazon Connect, a cloud-based contact center system.

Storm Reply implemented several AI-driven features, including real-time call transcription, …