What is Amazon Connect?
Amazon Connect is an omnichannel cloud Contact Centre by AWS. Amazon Connect helps companies provide superior customer service across voice and chat at a lower cost than traditional contact centre systems.
What Is Amazon Connect? Let’s Look At The Benefits
Amazon Connect is the latest Contact Centre platform to join the community. As you would Expect, with any new platform a bunch of new features are here to address legacy issues we have all become familiar with. Here are some of our favourite features…
Pay As You Go
We often talk to small, ambitious and growing companies about their contact strategy. They might forecast massive peaks in demand around Christmas, or because of Brexit. Managing your contact centre around those events is no problem with Connect because the pay-per-use cost model allows you to flex up to cope with demand, then flex back down without having committed to extra annual license costs.
Elasticity – Scales Up And Down Automatically
Amazon Connect would be a great choice for a company who has only a couple of advisors. But some of the biggest contact centres in the world use it too! So that scalability is great news for those ambitious, growing companies who have two advisors today, but might have two hundred by next year – Connect will grow with you.
Amazon Connect Innovation
The power to innovate. We’ve been around Contact Centres for a while now. And when it comes to making any significant changes, let alone anything innovative, it was a massive piece of work. You might need to involve other vendors to start with, then maybe get your virtualisation team to build new servers. Then it might be weeks down the line before putting anything into production. With AWS and Amazon Connect, the power to integrate other services (like Transcribe and Comprehend mentioned earlier) is at your fingertips. So we can work with you to help you try things that would previously have only been available to the very biggest and deep-pocketed contact centres!
How Creditable Is the Technology?
Well this is the great thing with Amazon Connect, AWS built it for themselves first. That’s right, AWS, a top three company in the world based on market capitalisation uses Amazon Connect. That’s an incredible case study when thinking about credibility. If you are small, medium or large, Amazon Connect must be a safe pair of hands is a company the size of AWS use and have developed the product.
How Easy Is It To Set Up?
The simple answer is – VERY EASY. In fact, I would say it is the easiest way to set up a contact centre out of all the vendors out there.
The process takes less than 10 minutes and you can have a basic Contact Centre ready taking calls.
Her is the process:
- Go to https://aws.amazon.com/console/ and create an account.
- Log into the console and navigate to Amazon Connect.
- Select dashboard
- Assign a phone number (all the number are ready for you – you just select one)
- Set hours of operation
- Create a queue
- Add your prompts (Welcome To Route One Connect)
- Create a contact flow or use one of the templates
- Set up a Routing Profile
- Configure a user
Then log into CCP, and call the number you configures in step 4. Easy as that!
Route One Connect – What Is Amazon Connect, summery
At Route One Connect our primary focus is to deliver exceptional customer experience and service. When reviewing what Contact Centre technology to use for our business we had a number of challenges. We wanted something that was really straight forward to use and had very few barriers to get going. Barriers such as huge initial investment on a capex or opex model, or technology that was going to tie us into long contracts that prevented us from being dynamic. Additionally we didn’t want to have to have multiple third parties for speech recognition or speech analytics. Finally, we wanted something that would flex up as we grew as a business without the need to go and purchase more licenses.
We think that the customers we serve want exactly the same thing. Are we right? If so, we have have a lot of experience working with traditional vendors such as Avaya, Cisco, Genesys but we believe Amazon Connect is completely different. We believe it is the future technology of Contact Centre!
For more information on how Route One Connect can assist you in your project, click here.
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