Amazon continues to add more software and services to AWS (Amazon Web Services) to compete and stay on top of other cloud based service providers, and as well as to build out its revenues with the businesses that already use its cloud infrastructure for storage and other services.
The latest product introduced by Amazon in AWS is Amazon Connect, a cloud-based contact centre solution. According to AWS, Amazon Connect is based on the same technology that Amazon itself has built and uses in-house “to power millions of customer conversations.”.
Amazon Connect is a self-service, cloud-based contact centre service that makes it easy for any business to deliver better customer service at lower cost.
Amazon Connect integrates with other existing AWS services to source data, including Amazon DynamoDB, Amazon RedShift, or Amazon Aurora, as well as third-party CRM services such as Salesforce.
By introducing Amazon Connect, Amazon is moving into a saturated market with companies that offer different aspects of cloud-base contact centre solutions, including Zoho, Zendesk, Freshdesk, and many more. Some of these companies such as Zendesk, Zoho, and Freshdesk are actually partnering with Amazon for this service.
As with other AWS solutions, AWS hopes to create an competitive pricing: in addition to no up-front costs, there is no long-term contracts to sign and no infrastructure, as you would expect with any cloud based service.