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. It’s based on the same contact center technology used by 70,000 Amazon customer service associates around the world to power millions of customer conversations.
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.
Amazon Connect runs on Amazon Web Services proven infrastructure operating 66 Availability Zones within 21 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.
You can use AWS AI services with Amazon Connect to help your organization operate more efficiently and improve the customer experience. Integrate Amazon Lex intelligent conversational bots into contact flows to turn automated interactions into natural conversations. Use the AI Powered Speech Analytics for Amazon Connect solution to transcribe calls and show caller sentiment in realtime, and then mine your customer engagement data to surface insights and spot trends.
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.more highly available, fault tolerant center.
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.
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.