Technology is a catalyst for change and always has been. Occasionally that change can be so huge that it can radically alter the way businesses work.
It is no great exaggeration to say that Amazon Web Services (AWS) is bringing that change to every size of business, large or small.
Cloud anxiety
A lot has been said about the Cloud over the last decade, but we are yet to see the long- predicted mass migration. The huge step from trusted servers to an invisible storage space has been an obstacle. Reliability, security and quality are perceived to be issues. A move to the Cloud seems like a leap into the unknown with your most prized asset, data, at stake.
Trust a brand name
Outside of the multi-national and large Enterprise level of business, moving customer service or a contact centre to the Cloud hadn’t gained great traction, until recently.
Amazon Connect was launched in 2017 bringing a completely serverless, omnichannel cloud solution to the market. Amazon developed their own cloud solution for their business and liked it so much, they made it available to the world.
Make it work
So there is a product, how can I make it work?
Our partners OMNINGAGE have found a way to leverage the power of Amazon Connect, by creating a cloud-based platform that integrates with Amazon Connect to offer a modern, intuitive and data powered user desktop that can handle Voice, Chat, SMS and Social Media contacts.
The platform harnesses power of Amazon’s serverless and cloud native technologies which mean there are no hardware resources to deploy and maintain.
So what?
This is a game-changing development with huge repercussions for all sizes of business.
- Contact centre set up in minutes that scales to support millions of customers.
- No up-front payments or long-term commitments.
- No servers or infrastructure to manage.
- Understand customer trends & agent conversations even when working remotely.
- Managed from a single interface with simplified administration.
- 5 nines uptime.
- Only pay for what you use – fantastic for seasonal businesses.
- Unrivalled security.
The cost savings alone, are phenomenal. Up to 80% over traditional contact centre solutions. Agent experience has been fantastic across all channels with lower average handling time and improved first contact resolution, with supervisors empowered by better interaction insights.
Welcome to our revolution
Speed, interconnectivity, and huge cost savings. This is not too good to be true as over 5000 contact centres globally use Amazon Connect and if you would like to know more, please drop me a message on dbicker@svl.co.uk or via LinkedIn
