Contact Center Industry Leaders’ Impression of Amazon Connect

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March of this year, at Enterprise Connect, Amazon launched Amazon Connect and entered into the Customer Interaction Management and Contact Center Industry. Although there has been a lot of buzz around the announcement, industry experts have differing views on whether Amazon Connect will succeed and whether they will disrupt the contact center market.

Some top quotes from industry experts include:

“Amazon Connect Could Mean Big Trouble For Twilio”

 “Amazon Strikes Contact Center Market”

 “Companies including Five9 Inc, Broadsoft Inc and inContact are most at risk from Amazon's new offering”

An article titled Debunking Amazon Connect’s Competitive Threat by Zeus Kerravala, discusses why Amazon Connect may not be as large of a threat to the market as some people originally thought. He discusses some of the reasons being the moving target, selling tactics, pricing considerations and functionality limitations.

In a recent post industry leader, Nicholas de Kouchkovsky, stated, “Amazon has a lot of cards in hand to impact the contact center market. It will depend if it makes Amazon Connect an extension of AWS by adding call center capabilities to its infrastructure or if it turns it into call center cloud infrastructure. Such a solution, able to integrate and leverage all the other capabilities of AWS and offered with a strong set of APIs could be very disruptive to the market.”

 How do you think Amazon Connect will change the contact center market?

Shelby Faris

About Shelby Faris

As the Marketing Manager at Bright Pattern, my main goal is to increase awareness on the growing benefits of cloud-based technologies in the contact center industry.

Natural Language Understanding for Quality Management and Business Insight in Contact Centers Telecom Expense Management in Call Centers

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