Amazon Connect is the ultimate Contact Center solution for omnichannel communication
Amazon is such a massive company, you may not be aware they have a contact center solution as part of the Amazon Web Service (AWS) ecosystem. But when comparing cloud contact centers, a shrewd decision maker must throw them in the mix.
Amazon Connect is a well established, open platform allowing you to only pay for what you use. It handles voice and chat, chatbots and uses the same natural language technology that powers Alexa.
With no up-front committments, and low pay as you go pricing, there is a low barrier to entry.
When choosing a new piece of software, there are many factors to consider.
Especially when the focus is on voice communication. Some users may still be using a basic switchboard, or an on-premise digital PABX on old technology.
You need a solution that is scalable, secure and easy to integrate with other software.
Supervisors can be alerted in real-time about the sentiment on calls. For exampl, if a frustrated customer has a heated exchange with an agent, or is requesting escalation, keywords or phrases are highlighted as they happen.
Do more with your metadata for every contact, including call transcripts and sentiment.
Businesses can use this data in a BI tool along with their CRM data to gain insights into customer engagements.