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Brought to you by Informa Tech Publication date: 30 May 2022 Author: David Myron, Principal Analyst, Enterprise IT Amazon Connect thrives at five: A case for the omnichannel CCaaS offering Omdia view Summary Amazon Connect turned five years old this spring and, while Amazon Web Services (AWS) doesn't have a long history as a contact center vendor, there are plenty of reasons that make Amazon Connect a viable Contact Center as a Service (CCaaS) offering, such as having more than a decade of experience running high- scale customer support with about 100,000 agents. Amazon Connect: What's past is prologue Amazon Connect recently celebrated its fifth anniversary, which started with the availability of its cloud- native contact center offering in the spring of 2017. While Amazon doesn't have a long history as a contact center vendor, the company isn't exactly a novice when it comes to the technology. More than 12 years ago, the company struggled to find a contact center solution that could support personal interactions and the need to scale up and down to accommodate the retailer's cyclical business and extraordinary growth. So, Amazon built its own contact center solution. After customers saw, first hand, how Amazon was able to automate personal interactions at scale, they asked the company to make its homegrown system commercially available. And Amazon Connect was born. Today, with tens of thousands of AWS customers supporting more than 10 million contact center interactions per day on Amazon Connect, it is one of the fastest growing services in the history of AWS. And there's good reason for this growth. For starters, Amazon Connect offers omnichannel capabilities for voice, chat, and messaging in one app, so agents don't have to jump from window to window to support customers along their journeys. This benefit cannot be understated, as streamlining the number of tools agents use decreases handle times, which improves agent and customer satisfaction.