#AWS continues to add yet more software and services to build out its revenues and touchpoints with businesses that already use its cloud infrastructure for storage and to host and administer services and apps. The latest product, launching today, is #AmazonConnect, a cloud-based contact center solution. AWS said it is based on the same tech that Amazon itself has built and uses in-house “to power millions of customer conversations.” To some, this may not come as a surprise: a solution from AWS taking on traditional call centers was rumored to be in the works in February under the working title of “Lily”, according to a report in The Information. (That name isn’t mentioned today, although other parts of that report have proven to be correct.) In doing this, Amazon is moving into a business area that is already pretty crowded with companies that offer different aspects of cloud-based contact center solutions, including #Zoho, #Zendesk, #Freshdesk, and many more: some of these, including Zendesk, Zoho, and #Freshdesk, are actually partnering with #Amazon for this service. Taken together, these services are collectively disrupting a lot of the more costly, traditional ways of serving customers both for technical and other kinds of support. Many traditional solutions would not be cloud-based and might incorporate outsourcing or in-house teams, and infrastructure, for a business that is projected to be worth nearly $10 billion by 2019, with some of the current market leaders including #Avaya, #Cisco and #Genesys.
https://techcrunch.com/2017/03/28/aws-amazon-connect/
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