1. Amazon Connect
The launch of Amazon Connect in March 2017 solves many of the challenges and mitigates many of the risks associated with contact centre technology. Its reference site is tens of thousands of agents supporting the Amazon.com customer experience and that’s credible proof.
2. Awesome customer engagement
Amazon Connect and the portfolio of related AWS cloud technology creates a powerful and agile customer experience capability. The list is long but the highlights are Lex (conversational chatbots), Polly (text to speech), Lambda (access any third party data or system), Kinesis (streaming analytics), S3 (storage of call recordings), SNS (for sending text messages) and pre-built integration to the usual CRM brands and speech analytics.
And that’s before we look to machine learning and deep learning in the AI portfolio!
3. Total Cost of Ownership (TCO)
Price – Connect and many of its sister technologies are charged on pay as you go terms. On average we’re seeing very material differences in monthly software fees that is the icing on the cake.
4. Customer Obsession