# @awseventschannel on YouTube

- **Type:** Video
- **Original URL:** https://youtube.com/watch?v=d2nUemwh30c
- **Gondola URL:** https://gondola.cc/posts/68538898-awseventschannel-youtube
- **Thumbnail:** https://img.gondola.cc/tr:w-,h-,fo-auto/postThumbnails/654e5254cd.jpg
- **Posted:** 2026-07-28T20:38:39.000+00:00
- **Account Owner:** AWS Events (@awseventschannel) — https://gondola.cc/awseventschannel

## Caption

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.

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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

## Stats

- **Views:** 274
- **Likes:** 5
- **Shares:** 0
- **Comments:** 0

## Tags

awsevents

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