British building society Nationwide has expanded its partnership with AWS that will see it use the tech giant’s cloud-based AI contact centre service.
Through its partnership with AWS, Nationwide has deployed its Call Checker service, a customer contact tool powered by Amazon Connect.
The service is used to prevent impersonation scams and provide assurance to customers that they are speaking with Nationwide staff.
“As we continue our digital transformation, we need cloud technology that can support our ambition to deliver better customer experiences, while keeping safety and security at the forefront,” said Nationwide group chief operating officer Suresh Viswanathan.
“With AWS, we can better support our frontline colleagues to help improve member experience and deliver better outcomes.”
The agreement will also see the building society and AWS work on colleague learning and development via AWS training covering cloud and AI capabilities.
“By consolidating and modernising their workloads on AWS, Nationwide can accelerate innovation, enhance operational resilience, and deliver the digital experiences their members expect—all while maintaining the security and compliance standards that are paramount in financial services,” said Alison Kay, VP and managing director of AWS UKI.
“We are thrilled to support Nationwide in unlocking the transformative power of cloud technology, whilst equipping their teams with training and skills that will drive meaningful impact for both customers and colleagues.”