Looks like Amazon has set its sight to disrupt the call-center industry.
Amazon Web Services has just announced a new product called Amazon Connect, a cloud-based contact center solution that allows businesses to deliver better customer service at lower costs.
Amazon Connect is built using the same technology that powers Amazon’s in-house customer support solutions. It provides a self-service graphical interface that enables even non-technical users to build workflows, manage support agents and monitor performance metrics without any coding or specialized skills.
As with other AWS products, there are no upfront payments or contracts – you pay as you go based on hourly usage plus any telephony charges.
With Amazon Connect, the global tech giant is looking to disrupt an already crowded business area of customer contact solutions. There are plenty of cloud-based helpdesk providers such as Zendesk, Freshdesk, Zopim, Olark. In addition, there are also traditional customer support solutions such as Avaya, Cisco and Genesys.
In fact, some of these solution provides such as Zendesk & Freshdesk have partnered with AWS to use Amazon Connect.
However, Amazon Connect’s USP seems to be the ability to provide personalized customer experience that can be delivered naturally using the technology that powers Alexa. This will allow customers to quickly get the required support without navigating through long IVR menus. It will also help businesses respond faster using Alexa’s AI-based auto learning capabilities.
Amazon Connect integrates with other AWS services such as Amazon DynamoDB, Amazon Redshift, that can be used to store support data, as well as third party CRMs such as Salesforce.
Here’s a demo:
What remains to seen is if Amazon Connect grows to be a platform that powers other customer center tools, or becomes a comprehensive contact center solution that provides all customer support features in one place.