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Amazon Connect — A self-service, cloud-based call center 📞
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@rrhoover You have no idea. Every company that has customers spends $1-10 for every $100 of revenue they bring in. Most Customer Engagement Management (CEM) platforms are ugly enterprise systems. This is big.
Finally it launches! Will be interesting to see adoption amongst smb e-commerce and and b2c organizations compared to Zendesk Voice or Talkdesk. The two primary call center choices for teams 1-50 agents. This likely is aimed more toward the enterprise market but given the pricing scheme and the as yet to be seen admin complexity, might make inroads on the low end. My guess is that this will be disruptive for enterprise and BPO orgs that run call centers for major consumer brands, insurance, phone carriers, etc. Buy the out of the box simplicity with access to productized advanced features from Talkdesk will keep it as the leading option for small to mid size.
Very Smart move for Salesforce with their new AI product Einstein and Amzn connect integration : http://investor.salesforce.com/a...
I would love to hear from anyone on PH that has used a call center approach to grow their business and hear how well it worked.
@thesiskar We tried this approach two years ago. The question we wanted answering was: "If more people knew we existed, would that result in business for us?"
We worked with a cold calling company on a one month campaign, calling 60% of a good, solid, list. We achieved five leads, one of which turned into substantial business.
@thesiskar I have helped businesses test & deploy calling teams of 4 to 400+ for sales, support, customer success, collections, etc. Thousand foot view: test to verify & build process at HQ for longer than seems necessary. Assume results in call center will be terrible at beginning. Treat call center staff as second only to your own team: listen to input, celebrate wins. Call center that drives meaningful growth is one where you build meaningful relationship: not going to be dirt cheap, not a "fix it and forget it." For the right firm at the right growth stage, though, it can be remarkable.
Curious to see how this will stack up to Twilio. Twilio has been in the telephony game for a long time now.
The most interesting I see in this launch is the pay as you go price model versus per seat/user pricing which is the rule on this huge and fragmented market. Feature wise you don't need to choose Amazon Connect to bring AI and NLP to your contact center. It's basically a great Twilio integration with a new pricing model.
Anyone know if an inbound customer call can be router to a physical VoIP softphone (ie to an externally sip address)?
@dereksilva Great thanks. I've looked through the docs and can't find anything regarding forwarding to an external sip address - do you have a link for this? Thanks
@mleonard Rerouting calls in this way is quite common. The call forwarding documentation may not discern among the different types of external phones. (Apologies if I'm missing the aim of your inquiry.)
If you like Amazon Connect but need more features have a look at www.Dextr.Cloud. They can add email, SMS\Text and social along with dozens of new features immediately.
If you like Amazon Connect but need more features have a look at www.Dextr.Cloud
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