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Amazon Connect brings contact centers to AWS


Amazon today released Connect, a contact center as a service offering hosted in the Amazon Web Services cloud.

The move represents AWS attempting to jump into a burgeoning market for cloud-based contact center software, while continuing to push AWS into the enterprise communications market. Just last month AWS announced Chime, a cloud-based Unified Communication as a Service (UCaaS) offering.

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Amazon Connect is a completely cloud-based contact center platform that AWS says can be set up in minutes and customized and used by line of business workers. It can accept incoming and make outgoing calls, including optional toll-free numbers. Customizable features include hours of operation, queues to route calls to specific agents, creation of prompts and analytics to monitor the system. Like other cloud-based contact center offerings, it requires no on-premises hardware and is billed on a pay-as-you-go model instead of a per-seat license, which is the typical on-premises call center software model. Amazon says it will integrate its other cloud-based services into Connect, including its S3 storage platform for recording and storing calls, and Lex, it’s natural language processing machine learning technology.



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