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Slowly but surely, Amazon’s AWS cloud computing unit has become a major player in the call/contact center space with its Amazon Connect cloud-based (and AI-centric) contact center service, which launched back in 2017. Today, companies like Air Canada, Dish Network and U.S. Bank use the platform for their customer service needs. At its annual re:Invent conference in Las Vegas, the company has now announced a number of updates to Connect which, unsurprisingly, focus on AI, powered by the Amazon Q platform.
“When we first came out, we were really a voice only solution that focused heavily on bringing AI to the contact center [with] scalability, security — the things that are our calling cards for AWS. And pretty quickly, we were able to add more features and get to a bigger feature completeness,” Pasquale DeMaio, vice president and general manager of Amazon Connect at AWS, told me. “Now, we offer channels across everything from, chat, email — coming out as we speak — and also SMS, WhatsApp, Apple Messaging for Business.”
DeMaio stressed that AWS built Connect as an end-to-end solution that is now in use by over 14,000 external customers, as well as Amazon.com itself.
