The Six Five team does a deep dive into AWS announcing three new capabilities for Amazon Connect.
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Daniel Newman: Let’s go back to Amazon. You wrote a great piece. Some updates to connect. One of the products that we don’t hear a lot about, but something that’s really becoming an important over there at Amazon.
Patrick Moorhead: Yeah, so Amazon, they do IaaS, PaaS, and even have some SaaS products, and Amazon Connect is kind of a cross between a PaaS and a SaaS product. It is a configurable SaaS product that takes a little bit of work, but essentially, Amazon Connect is Seek as a Service for contact centers. If you look at just how bad contact centers are and consumers’ experiences with it, you can see that there’s an opportunity for disruption there. Part of the challenge is that you don’t necessarily know who’s calling in and why they’re calling and how to answer and how to deal with things as that’s going on and even connecting them to different places. Why should it take four steps to get to where you actually want to go?
In true form, Amazon will either take money with IaaS, PaaS, or SaaS. They’re already hosting huge contact centers like, as we’re going to talk next, Five9. They’re also hosting CaaS, which is Zoom. This is them getting… I don’t want to say their pound of flesh, but their amount of business and they have real customers. They brought out Sixt. If you’ve ever rented a car in Western Europe, you know that. UT in Austin uses Amazon Connect to transition to work and learn and teaching from home, which is pretty cool. Morrison’s, if you’ve been in the UK, the largest supermarket chain uses them and they actually said they got everybody working from their home within a day. I think that’s truly awesome.
New features, Connect Wisdom, which is kind of a real-time agent assistant using AI and also has some automation features in it to automatically do things that you know the customer wants. There is Connect Voice ID where based on voice you know who the customer is coming in the door, not only to say who they are. We just talked about Alexa and how good they are at that stuff.
Daniel Newman: Yeah, Amazon’s playing a real role in this contact center space and quietly is building up quite an impressive product portfolio and a business. Because we only have a minute, I’m just going to say I think we’re going to hear a lot more from Amazon, and given their ability to deliver customer experience service for their own business, they’re probably going to build a heck of a good product considering just the amount of customer service they have to deliver each and every day.
Daniel Newman is the Principal Analyst of Futurum Research and the CEO of Broadsuite Media Group. Living his life at the intersection of people and technology, Daniel works with the world’s largest technology brands exploring Digital Transformation and how it is influencing the enterprise. Read Full Bio