Cloud-based customer experience management for small and medium businesses

The cloud’s flexible, pay-as-you-go nature alleviates the cost, scalability, and integration challenges faced by many SMBs as they attempt to grow their customer engagement capabilities.

Cloud services span all aspects of customer engagement, from contact center to omni-channel communications to inbound and outbound marketing campaigns and promotions. They accommodate growth quickly and affordably, reduce the cost of IT infrastructure, and alleviate the burden of integrating multiple customer care IT components.

AI-driven analytics and automation accelerate and improve customer interactions with your business while helping you scale quickly and affordably. Integrated chatbots, for example, enable customer transactions when live agents aren’t available.

Automation also enables customers to serve themselves at their convenience. This means they can complete transactions, submit queries, or otherwise interact with your company using the channels and devices of their choice.

AWS estimates that businesses can reduce costs by up to 80 percent using our customer lifecycle engagement and management services. This is because on-premises infrastructure creates scalability challenges that increase costs and require more staff time and expense to manage. The cloud delivers savings by reducing investments in hardware and maintenance, helping your IT staff operate more efficiently, and automating certain functions where appropriate.

As a customer, you own your data, and you select which AWS services can process, store, and host it. Securing your data is a top priority at AWS, with rigorous contractual, technical, and organizational measures provided to help protect its confidentiality, integrity, and availability. AWS provides the tools and services to help you secure your data in the cloud and decrease the risk of unintended exposure.

To help ensure system uptime and reliability, you can also run your own contact center, messaging, and marketing communications servers in two or more locations with redundant, hot failover capabilities between them. This helps ensure that resources and data are available when personnel, customers, and prospects need to access them.