Users trying to navigate complex or highly customized product or service offerings look to contact centers for help. Interactions between agents and customers are critical, as they can be the decisive touch points that determine the customer’s perception of a company and whether they stick with the company in the future.
Amazon Web Services Inc. has announced new capabilities in Amazon Connect, an omnichannel cloud contact center, that provide greater personalization for businesses and lead to a more satisfactory experience when working with contact center agents.
“We’re looking to reinvent how a contact center works by bringing it into the cloud,” said Eron Kelly (pictured), general manager of product marketing at AWS. “Amazon Connect is an omnichannel, easy-to-use contact center that allows customers to spin up contact centers in minutes instead of months.”
The pay-as-you go model is highly scalable and lends itself particularly well during the pandemic when there have been unpredictable spikes in customer demand, according to Kelly, …