A new contact centre service, Amazon Connect, has been launched by Amazon Web Services (AWS), providing users with a self-service, cloud-based platform and the ability to create their own contact centre, moving AWS into the profitable customer service market.
Amazon Connect is cloud powered and based on the contact centre technology used by Amazon’s e-commerce operations.
It provides each contact centre with the ability to run in multiple AWS availability zones and is launched via the AWS Management Console.
The system also includes a Contact Flow Editor (CFE), which powers the service with blocks for control flow, interaction, integration branching and other services.
Providing the best possible customer service and user experience is the top of the agenda for most modern businesses and organisations, who are constantly looking for platforms that can deliver an efficient and effective service, with many choosing to operate voice-based customer service to scale.
The traditional method of Integrated Voice Response (IVR) has suffered numerous issues, with installation and license of the platform expensive in comparison.
Amazon claims Connect will make it easier to set-up a customer contact centre (in a matter of minutes), plus allow companies to integrate data from various other systems to provide a seamless customer experience across many channels.
Connect can also be paid for by the sip, and will scale the virtual contact centre as needed with the ability to support thousands of agents across the platform.
Other features include caller experience design tools, connections to third party CRM, analytics tools and links to other AWS services and databases.