Amazon Connect is an easy to use omnichannel cloud Contact Center as a Service (CCaaS) offered by Amazon Web Services. With Connect, you can deploy a basic contact center in minutes, powering agents who are located anywhere, and start engaging with customers immediately.
Out of the box with Connect, you can create personalized multi-channel experiences for your customers using the voice and chat channels. If you choose to use a different agent desktop there are options on the market to go full omnichannel by adding email and SMS. It is assumed that native support for these additional features are on the roadmap, but can also presently be leveraged using the AWS ecosystem with some custom development. From a reporting and analytics standpoint, Connect has an out of the box metrics platform that provides real-time and historical insights into your contact center. If graphical, data-rich dashboards are what you seek, AWS also has a robust Business Intelligence (BI) platform called QuickSight to help you deliver insights to everyone in your organization.
Amazon Connect is an open platform that integrates with other applications, such as Salesforce, Zendesk, ServiceNow, etc. Typically speaking, as long as the application has an open API it is likely it will work with Amazon Connect. In addition, you can take advantage of the AWS ecosystem to create new experiences for your customers.
The AWS ecosystem is very powerful and is actually used by most CCaaS solutions on the marketplace today including one of the mainstays, Genesys. To help provide a better contact center, you can use Amazon Connect with other AWS services to build the perfect solution for you.
AWS has invested heavily into Artificial Intelligence and Machine Learning (AI/ML), which Amazon Connect also leverages.
For many organizations, Connect is a powerful option that provides direct native access into the AWS ecosystem for your contact center, future-proofing your platform moving forward. As with every product however, Connect is not perfect. If your business lacks a strong DevOps team, or you just simply want the easy button approach to CCaaS, then Connect might not be for you.
One way Amazon Connect competes with other CCaaS solutions is by providing the underlying ecosystem, which encourages third party developers to build feature rich CTI desktops. Companies with solutions on the market such as eGain, Salesforce Service Cloud Voice, and USAN for example have created products to address this feature gap, which sweetens the pot for organizations looking to wade into the AWS CCaaS waters.
In summary, Amazon Connect is a great platform with many strengths, least of which is the service runs on the largest Cloud Computing platform in the world. Of course, we always recommend researching multiple solutions when it comes time to evaluate CCaaS as a fit for your organization.