Cloud Contact Center
What is a Contact Center?
A contact center handles inbound and outbound calls, but it also serves customers over digital service channels. Contact centers provide all the same benefits as a call center, but they are more likely to use cloud services and Voice over Internet Protocol (VoIP) to let people communicate in their channel of choice. These channels often include texting, webchat, email and other digital options.
Why Amazon Connect?
Amazon Connect is an easy to use omnichannel cloud contact center that helps companies provide superior customer service at a lower cost. Over 10 years ago, Amazon’s retail business needed a contact center that would give our customers personal, dynamic, and natural experiences. We couldn’t find one that met our needs, so we built it. We’ve now made this available for all businesses, and today thousands of companies ranging from 10 to tens of thousands of agents use Amazon Connect to serve millions of customers daily.
Designed from the ground up to be omnichannel, Amazon Connect provides a seamless experience across voice and chat for your customers and agents. This includes one set of tools for skills-based routing, powerful real-time and historical analytics, and easy-to-use intuitive management tools – all with pay-as-you-go pricing, which means Amazon Connect simplifies contact center operations, improves agent efficiency, and lowers costs. You can set up a contact center in minutes that can scale to support millions of customers.