Amazon Strikes Contact Center Market

Amazon Strikes Contact Center Market

By Richard Adhikari

Mar 28, 2017 2:20 PM PT


Amazon Web Services on Tuesday announced Amazon Connect, a self-service contact center solution based on the same cloud technology used by Amazon customer service associates worldwide.

It offers phone numbers throughout the United States and 18 countries in Europe, with more coming soon.

“The opportunity for cloud contact centers is significant,” said Rebecca Wettemann, VP of research at research.com/” onclick=”window.open(‘http://nucleusresearch.com/’); return false;”>Nucleus Research.

Customers are moving away from “inflexible” on-premises solutions, she told CRM Buyer, “to cloud solutions that offer lower initial and ongoing costs, greater flexibility, and the ability to extend to remote agents seamlessly.”

Amazon Connect will hit the legacy communications and handset desk phone providers hardest, suggested Cindy Zhou, a principal analyst at Constellation Research.

“The trend is moving to all mobile-device integration with no desk phones,” she told CRM Buyer.

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