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Briefing
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- Cloud Contact Center – Amazon announced commercial launch of virtual, self-service, and cloud-based contact center solution, Amazon Connect, which company uses internally for customer service support
- Less Expensive – Requires no upfront costs, with customers having only to pay 1.8 cents per minute of use on top of telephony costs, with no long-term contracts or infrastructure required
- Easy-to-Use – Setup takes minutes with no special training required, applicable for short term marketing campaigns, temporary services and seasonal spikes in customer requirements
- Artificial Intelligence Enabled – Leverages Amazon’s Lex artificial intelligence, which powers Alexa’s speech recognition and natural language understanding, enabling callers to reach company directly without long menus of buttons to press
- Solution Integration – Integrates with other Amazon Web Services (AWS) tools, such as Amazon Kinesis, Amazon Redshift, QuickSight, and AWS Directory Service, as well as helpdesk products from Appian, Calabrio, CRMNEXT, Salesforce, SugarCRM, Zendesk, and Zoho
- Traditional and Cloud Competition – Competes with on-premises solutions, legacy communications, and handset desk phone providers, as well as established cloud contact center companies Zoho, Zendesk, and Freshdesk
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