Importance of Amazon Connect

Amazon Connect is a cloud-based contact center service that allows businesses to deliver personalized customer service at scale. With Amazon Connect, companies can set up a contact center in minutes, providing customers with a seamless experience across channels such as voice, chat, and email.

According to Forrester’s Total Economic Impact report, Amazon Connect delivers 99.998% to 100% uptime performance, compared with 99.6% to 99.95% in legacy solutions.

Benefits of Amazon connect:

One of the primary benefits of Amazon Connect is its scalability. The service is designed to handle high-volume call traffic, making it ideal for businesses that experience seasonal spikes in customer inquiries or experiencing rapid growth. This scalability is made possible because Amazon Connect is fully hosted in the cloud, allowing businesses to scale up or down as needed without needing additional hardware or infrastructure.

Another key benefit of Amazon Connect is its flexibility. The service can be customized to meet the specific needs of a business, whether that means creating custom routing rules, integrating with third-party applications, or adding additional channels such as chat or email. This flexibility makes it easy for businesses to tailor the customer experience to meet their specific needs and goals.

In addition to its scalability and flexibility, Amazon Connect is also highly reliable. The service is backed by Amazon’s industry-leading infrastructure. It is designed to be highly available, with multiple layers of redundancy, to ensure that calls are always connected, and that customer inquiries are handled promptly.

Overall, Amazon Connect is essential for businesses looking to provide excellent customer service at scale. Its scalability, flexibility, and reliability make it the perfect choice for companies of all sizes, from small startups to large enterprises. So, businesses need to use Amazon Connect.

• Top Industries that use Amazon Connect:

Information Technology and Services (29%), Computer Software (12%) and Financial Services (7%) 

• Top Countries that use Amazon Connect 

74% of Amazon Connect customers are in the United States and 5% are in the United Kingdom.

• Distribution of companies that use Amazon Connect based on company size (Employees)

A majority (50%) are large (>1000 employees), 13% are small (<50 employees) and 35% are medium-sized.

• Distribution of companies that use Amazon Connect based on company size (Revenue)

44% are small (<$50M), 5% are medium-sized and 44% are large (>$1000M).

• Case Study 1:

How Fujitsu increases customer trust using Amazon Connect

• The Problem

The company managed over 4,500 contact flows in over 90 countries, but their previous contact center had frequent outages, was expensive, and involved manual intervention.

• Solution:

By using Amazon Connect, Fujitsu was able to be agile and make changes to their contact flow in minutes.

• Result:

As a result of these changes, they were able to handle a 48% increase in call volume during the COVID-19 pandemic.

• Case Study 2:

A better customer service experience is provided by Phone.com with Amazon Connect.

Customer Challenge:

Phone.com was using a cloud-based contact center with a fixed price and support structure. Integration to the current Salesforce Service Cloud was overpriced and lacked features that customers anticipated from a contact center. Moving the current billing department to the contact center system would have been extremely expensive given these constraints.

Solution Provided:

Amazon connect contact center was deployed for 10 agents in Phone.com billing department within a few days.  By using the Amazon Connect CTI Adapter for Salesforce, calls are directed to these agents and handled by them more effectively through a “Screen Pop” in Salesforce.

Results:

The Amazon Connect CTI Adapter for Salesforce has reduced handle time per agent by an average of 30 seconds. This proof of concept (POC) has reduced licensing expenses by 15% by utilizing Amazon’s usage-based price structure.

• Case Study 3:

• Capital One Financial Corporation a United States based Banking and Financial Services organization with 55100 employees and revenues of $33.33 billion uses Amazon Connect Cloud Contact Center for Call Center. 
• Amazon Connect is capable of handling 25 times more agents, calls, and processes than it does today, trouble-free.

Conclusion:

The Amazon Connect service allows you to pay only for what you use. For more information, see Amazon Connect pricing