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March 28, 2017

AWS puts the call centre in the cloud with Amazon Connect

AWS delivers new cloud-based contact centre for easy access across channels, Amazon Connect.

By Hannah Williams

Amazon Web Services (AWS) has revealed its new contact centre service, Amazon Connect, a self-service cloud-based platform that enables users to set up a contact centre easily.

This means users will be able to create their own contact centre, design contact flows and on-board agents using a modern interface that is entirely web-based.

Amazon Connect is cloud-powered, enabling each contact centre instance to run in multiple AWS availability zones. It also includes a Contact Flow Editor (CFE), which is built to power the service with blocks for interaction, integration, control flow, branching and more.

Amazon connectAs customer service becomes increasingly essential to the success of businesses, organisations look to deliver an efficient service in a more effective way, which is why many organisations operate call centres to offer voice-based customer service at scale.

More sophisticated systems support more complex routing and interaction, which includes the ability to create customised call trees and other Integrated Voice Response (IVR). However, this has traditionally, been difficult to install and expensive to license.

Read more: Oracle offers Field Service Cloud to improve customer service

Therefore, instead of seeking help for IT teams and specialised consults, Amazon Connect is delivered in a simple way that can be configured and run directly by decision makers with no added hardware to deploy or per-agent licences, according to AWS.

Tom Goodmanson, President and CEO, Calabrio said: “As organisations clamor to meet customer expectations, contact centres must leverage a technology platform that brings together all contact centre data- from the voice of the customer to agent operations- into a unified solution.

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“Cloud-based contact centre services like Amazon connect make it easy to set up a customer contact centre in minutes, and allow companies to integrate data from other systems in order to provide seamless customer experiences across channels.”

The Amazon Connect service works with a range of other AWS services including Amazon S3 for unlimited and encrypted storage of calls and reports, AWS Lambda for the ability to run code in serverless fashion, Amazon Lex, AWS Directory Service, Amazon Kinesis and Amazon CloudWatch for real-time operational metrics to CloudWatch.

Amazon Connect is offered with a pay-as-you-go model which allows users to pay based on the number of customer-minutes and amount of phone time consumed.

It is available now in the US East (North Virginia) region for users to create a contact centre now.

 

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