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Amazon Connect reinventing the call centre
W ith organisations embracing Digital Transformation efforts to remain competitive , the call centre industry is poised for significant disruption . Those who embrace this change will be the ones that see significant benefits for not only themselves but also their clients . To this end , global adoption of the Amazon Connect omnichannel cloud call centre has been increasing as more organisations start leveraging innovative technology with the normalisation of a distributed workforce .
“ Fundamentally , Amazon Connect is disrupting the call centre market by providing a sophisticated , yet userfriendly alternative to traditional onpremises environments . Prior to the COVID-19 pandemic , Gartner estimated that Call Centre-as-a-Service adoption would increase to almost 50 % by 2022 . However , the rapid push towards more cloud-based solutions in recent months will likely see this growth be even more significant ,” said Jonathan Jacobs , Solutionist at South African Amazon Web Services ( AWS ) and Salesforce partner Synthesis Software Technologies .
Synthesis is an AWS Advanced Consulting partner with more than 180 certifications . It has AWS competencies in Financial Services and DevOps and is one of the first Amazon partners in Africa to have achieved these three milestones .
Amazon Connect unifies the call centre experience across voice and chat for customers and agents . This includes having access to one set of tools for skills-based routing , task management , real-time and historical analytics , and intuitive management tools . And because this is a cloud-based environment , companies can easily scale as their requirements change with Amazon Connect providing pay-as-you-go pricing .
Jonathan Jacobs , Solutionist at South African Amazon Web Services ( AWS ) and Salesforce partner Synthesis Software Technologies
“ Amazon Connect simplifies call centre operations , improves agent efficiency and lowers costs . What sets this solution apart from the rest is the fact that an organisation can set up a call centre environment within minutes and scale that effortlessly to support millions of customers from the office or in a virtual environment ,” added Jacobs .
Additionally , Amazon Connect customers have full access to all Amazon Web Services high-performance computing solutions . For example , they can leverage access to Amazon cloud-based storage as a repository for customer call recordings and then there is the likes of Amazon Comprehend that delivers advanced natural language processing using Machine Learning to uncover invaluable insights in unstructured data . Instead of having to manually search through documents , companies have real-time access to the most relevant information to further enhance the customer service experience .
“ This comprehensive Amazon ecosystem ensures sophisticated call centre solutions such as sentiment analysis that highlights the products and services that make customers happy or frustrated are more cost-effectively accessible to companies of all sizes . No more worrying about on-premises implementation times of patches and new feature enhancements to traditional call centres . With Amazon Connect this becomes a smooth process with companies not being impacted at all ,” said Jacobs .
Features like intelligent automation , customer insights and complete call centre flexibility becomes a simple dragand-drop process . It is all about creating a low-code , no-code environment to empower business users to more dynamically enhance their call centres with features they need today and not in four months time . �
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