Amazon Connect

Amazon Connect is an easy-to-use and cost-effective omnichannel cloud contact center. You can get started with a fully managed cloud-based and artificial intelligence (AI) enabled contact center within minutes. With the pay-as-you-go model, you pay only when the service is in use. There is no infrastructure to manage or upfront costs.

Forrester Research Consulting conducted a Total Economic Impact (TEI) study on Amazon Connect and concluded a three-year financial impact on how Amazon Connect helps customers with significant cost savings, increased revenue, and improved agent productivity. Key findings include:

• Reduction in cloud technology costs of $4.3 million

• Subscription cost savings of 31%

• Agent labor savings from reduced call volume of $4.6 million

• Increased operating income by $2.6 million with enhanced customer experience

• Return on investment (ROI) of 241%

Amazon Connect provides skills-based routing, task management, powerful real-time and historical analytics, and intuitive management tools. You can focus on improving customer service experience and measuring contact center performance with ease using Amazon Connect. Agents can be productive quickly with a web-based softphone from any location.

With built-in analytics capabilities such as Contact Lens for Amazon Connect, contact center supervisory personnel can discover sentiment in contact interaction and operational efficiency.

Amazon Connect is an open platform. Using Amazon Connect’s extensive set of published APIs, you can programmatically integrate with other AWS services and third-party systems, including customer relationship management (CRM) solutions and anti-fraud solutions.

The following figure shows a high-level Amazon Connect contact center architecture. Amazon Connect provides a unified and seamless customer experience across multiple channels. Along with voice and webchat, Amazon Connect integrates with Amazon Pinpoint and Amazon Simple Email Service (Amazon SES) to expand the contact center’s capability on text messages and email delivery. Amazon Connect integrates with Apple Business Chat for Apple device users.

Amazon Connect contact center architecture