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Amazon Connect

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Amazon Connect

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Pitch
Amazon Connect - AWS Cloud. Simple to use, cloud-based contact center

Features of product

Проблемы Problem Solving
  • Customer retention
  • Failure to attract new customers
  • Low quality of customer service
  • Low quality of customer support
Ценности Business Values
  • Improve Customer Service
  • Increase Customer Base
Матрица сравнения с конкурентами Matrix of comparison with competitors
Описание

About Product

Amazon Connect is a self-service, cloud-based contact center service that makes it easy for any business to deliver better customer service at lower cost. Amazon Connect is based on the same contact center technology used by Amazon customer service associates around the world to power millions of customer conversations. The self-service graphical interface in Amazon Connect makes it easy for non-technical users to design contact flows, manage agents, and track performance metrics – no specialized skills required. There are no up-front payments or long-term commitments and no infrastructure to manage with Amazon Connect; customers pay by the minute for Amazon Connect usage plus any associated telephony services.

Amazon Connect Benefits

Easy to set up and manage

Setting up Amazon Connect is easy. With only a few clicks in the AWS Management Console, agents can begin taking calls within minutes. The drag and drop Contact Flow Editor allows you to create contact flows that define effective and efficient customer interactions without any coding.

Scalable and elastic

There is no infrastructure to deploy or manage, so you can scale your Amazon Connect contact center up or down, onboarding up to tens of thousands of agents in response to business cycles and paying only for the time callers are interacting with Amazon Connect plus any associated telephony charges.

Pay as you go

As an on-demand service, you pay for Amazon Connect usage by the minute with no long-term commitments or upfront charges. There is no minimum monthly fee. You are charged based on the number of minutes you use Amazon Connect to engage with your end customers, at the specified per minute rate. Pricing is not based on capacity, agent seats, or maintenance.

Reliable

Amazon Connect runs on Amazon Web Services proven infrastructure operating 42 Availability Zones within 16 geographic regions around the world. This makes Amazon Connect more highly available, fault tolerant and scalable than would be possible if a contact center solution was run from a single data center.

Open platform

Amazon Connect is an open platform so it is easy to integrate with other systems such as customer relationship management (CRM) solutions or the AWS platform. For example, you can use AWS Lambda to run code for a serverless application or backend service to build contact flow experiences that adapt to your customer needs in real time. And Amazon S3 can be used to store call recordings, where you can control access and lifecycle of the data.

Характеристики

Characteristics

CRM Type

N/A

Data location

Functionality

Application Type

System customization
Security and administration
Customer base
Customers document flow
Omnicanal communications

Business Process Management

Features of users

Роли заинтересованных сотрудников Stakeholders Roles
  • Chief Information Officer
  • Chief Technical Officer
Признаки применимости Company requirements
  • Internet access is available for employees
  • GDPR Compliance
Продающие истории Use Cases

Amazon Connect Simplifies Adding AWS Lambda Functions to Contact Flows

Продающия история

You can now select any AWS Lambda function available in your AWS account from within the Amazon Connect contact flow editor. Read here

Materials