Saisha Hardikar covers real-world examples of how startups have harnessed the power of data analytics, machine learning (ML), and AWS as a Software-as-a-Service (SaaS) platform to maximise their potential.
Anyone whose been following the Cevo blog for a while knows that we are fans of the Amazon Connect product. Originally launched back in 2017, Amazon Connect is a contact centre as a service (CCaS) solution that offers easy, self-service configuration and enables dynamic, personal, and natural customer engagement at scale. However, like any AWS service, it’s not without its pitfalls and problems as shown in our review of the product last year (https://cevo.com.au/post/the-good-bad-ugly-amazon-connect/). Well, it’s another year, and the product team has been hard at work adding new features and addressing customer feedback. In this article, we will take a look at what’s been changed/added to the service over the past 12 months as well as take a look at what’s in store for the product going forwards.
Standing up Amazon Connect and stitching together with Zendesk to build a decent inbound and outbound call centre integrated with a ticketing system.
I think Amazon Connect is a fantastic product, however being aware of some of its misgivings can help you better plan and design your solution to avoid any one way doors you might come across.
Recently I had the opportunity to attend the AWS Partner bootcamp program for Amazon Connect. To my surprise, having never worked closely with the product previously, it didn’t take long to find my way around and, with its UI simplicities and clear guidance from AWS, to be able to start implementing a semi-advanced call centre solution.
As an outcomes-driven consultancy, Cevo are committed to helping our customers deliver an excellent experience to their own. We recently took Amazon Connect for a test drive along with the suite of Cognitive Services designed to disrupt the contact centre industry.
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