Amazon Connect is a self-service, cloud-based contact center service that makes it easy for any business to deliver better customer service at lower cost. Amazon Connect is based on the same contact center technology used by Amazon customer service associates around the world to power millions of customer conversations. The self-service graphical interface in Amazon Connect makes it easy for non-technical users to design contact flows, manage agents, and track performance metrics – no specialized skills required. There are no up-front payments or long-term commitments and no infrastructure to manage with Amazon Connect; customers pay by the minute for Amazon Connect usage plus any associated telephony services.
Easy to set up and manage
Setting up Amazon Connect is easy. With only a few clicks in the AWS Management Console, agents can begin taking calls within minutes. The drag and drop Contact Flow Editor allows you to create contact flows that define effective and efficient customer interactions without any coding.
Scalable and elastic
There is no infrastructure to deploy or manage, so you can scale your Amazon Connect contact center up or down, onboarding up to tens of thousands of agents in response to business cycles and paying only for the time callers are interacting with Amazon Connect plus any associated telephony charges.
Pay as you go
As an on-demand service, you pay for Amazon Connect usage by the minute with no long-term commitments or upfront charges. There is no minimum monthly fee. You are charged based on the number of minutes you use Amazon Connect to engage with your end customers, at the specified per minute rate. Pricing is not based on capacity, agent seats, or maintenance.
Amazon Connect runs on Amazon Web Services proven infrastructure operating 42 Availability Zones within 16 geographic regions around the world. This makes Amazon Connect more highly available, fault tolerant and scalable than would be possible if a contact center solution was run from a single data center.
Amazon Connect is an open platform so it is easy to integrate with other systems such as customer relationship management (CRM) solutions or the AWS platform. For example, you can use AWS Lambda to run code for a serverless application or backend service to build contact flow experiences that adapt to your customer needs in real time. And Amazon S3 can be used to store call recordings, where you can control access and lifecycle of the data.
With Amazon Connect, creating a contact center is as easy as a few clicks in the AWS Management Console, and agents can begin taking calls within minutes.
"Amazon Connect helps us streamline operations and drive workforce efficiency to the next level. Our agents are now able to work remotely with ease using the desktop telephony features Amazon Connect provides, and our call center leaders are able to quickly and easily review calls with reps, providing a fast feedback loop for continuous performance improvement."
-- Ryan Henley, Vice President of Customer Success, Bandwidth
" As a fully remote company, we needed a cloud-based soft phone that could easily scale up or down, keep our remote workers connected, and give us the 24/7 availability our clients know us for. Amazon Connect has provided that and more. We have real-time, historical visibility, and reporting. Amazon Connect easily integrates with our existing systems, and the usage-based pricing accommodates our need for seasonal scalability without financial impact. These factors made our decision to move to Amazon Connect an easy one. It was the best choice for both us and our customers."
-- Natalie Fung, CEO, AnswerConnect