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AWS Releases Amazon Connect

Contact center technology that powers Amazon’s global customer service is now available to all businesses as a cloud service.

By ChannelPro

Amazon Web Services Inc. has introduced Amazon Connect, a self-service, cloud-based contact center service for businesses.

According to the company, Amazon Connect is based on its contact center technology used by customer service associates around the world to power customer conversations. The new service enables business to easily set up a virtual contact center in the AWS Management Console with just a few clicks. There are no up-front payments or long-term commitments and no infrastructure to manage with Amazon Connect; customers pay by the minute for usage plus any associated telephony services.

Amazon Connect also allows users to design contact flows that adapt to the caller experience. Contact flows can change based on information retrieved by Amazon Connect from AWS services (e.g. Amazon DynamoDB, Amazon Redshift, or Amazon Aurora) or third-party systems (e.g. CRM or analytics solutions). For example, an airline could design an Amazon Connect contact flow to recognize a caller’s phone number, look up their travel schedule in a booking database, and present options like “rebook,” or “cancel” if the caller just missed a flight.  And, customers can build natural language contact flows using Amazon Lex, an AI service that has the same automatic speech recognition (ASR) technology and natural language understanding (NLU) that powers Amazon Alexa, so callers can simply say what they want instead of having to listen to a list of menu options.

“Ten years ago, we made the decision to build our own customer contact center technology from scratch because legacy solutions did not provide the scale, cost structure, and features we needed to deliver excellent customer service for our customers around the world,” says Tom Weiland, vice president of Worldwide Customer Service, Amazon. “This choice has been a differentiator for us, as it is used today by our agents around the world in the millions of interactions they have with our customers. We’re excited to offer this technology to customers as an AWS service – with all of the simplicity, flexibility, reliability, and cost-effectiveness of the cloud.”

Amazon Connect is now available. For more information, visit https://aws.amazon.com/connect.

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