What is Amazon Connect?

Amazon Connect is an on-demand contact centre service that helps businesses of all sizes deliver an enhanced customer experience at lower cost. Operating on the globally recognised AWS cloud infrastructure, Amazon Connect offers built-in high availability, dynamic scaling and global reach.

The underlying technology for Amazon Connect has been used by Amazon customer service executives around the world to power millions of customer conversations for over a decade. Through an intuitive, graphical self-service interface, Amazon Connect allows a non-technical user to design contact flows, manage agents and track performance metrics.

 

Pricing Model

Amazon Connect is the only contact centre service that is purely pay-per-use. There are no up-front payments for software licenses or hardware, no tie-ins to long-term services contracts and no infrastructure to manage with Amazon Connect. You only pay by the minute for Amazon Connect usage and associated telephony services.

 

How could Amazon Connect help you?

By using an Amazon Lex conversation bot in your call centre, callers can perform tasks such as changing a password, requesting a balance on an account, or scheduling an appointment, without needing to speak to an agent. These conversation bots use automatic speech recognition and natural language understanding to recognise the intent of the caller.

Amazon Lex can query your business applications to provide information back to callers, and make automated updates as requested without agent intervention. Amazon Lex conversation bots also maintain context and manage the dialogue, dynamically adjusting responses based on the conversation.

 

Ready to Talk?

The contact centre technology industry is about to get disrupted. Find out how Amazon Connect can help you by contacting us.

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