A new cloud based service has been announced by Amazon in order to target call centers and it also mark the entrance of the internet giant in a new market. The name of this latest service from the company is ‘Amazon Connect’ that will work under Amazon Web Services (AWS) brand and provides the facility of automated call center.
But due to few rumors regarding this news about traditional call centers in February this year, it is not a very surprising development for several people. According to the report, “Lily” is the codename of this service.
Amazon.com’s customer service system is already using the technology to manage and direct the calls though AI and automatic speech recognition and this latest service will use the same technology. According to Amazon, millions of customer conversations will benefit from its custom-based Lex technology.
Apart from high level web services and its core infrastructure, Amazon’s cloud-based subsidiary is trying to expand further. Amazon’s Lex Technology is an AI platform for speech recognition and natural language processing that will be used in this new call center service. In Alexa virtual assistant and all other speech related services of Alexa, the company uses the same speech recognition technology.
Features
Other AWS services like Aurora, Amazon DynamoDB and Redshift are integrated with Amazon Connect and it can also connect with third-party services like Salesforce.
In order to support users, it also acts like Amazon Alexa by building automated responses while working with Amazon’s latest and modern natural language products. In order to prevent customers from long menus, companies can customize Amazon Connect using AI.
Impact on the Call Center Market & Pakistan
A very crowded market will see the emergence of tech giant after the launch of Amazon Connect. But cloud based call center solutions are also offered by companies like Freshdesk, Zoho, Zendesk and others. Partnership with latest Connect service of Amazon has already been announced by few of these companies.
Traditional call center services, which are also costly, will be affected by all these companies. These companies use outsourcing or in house teams for their operations and mostly present in Pakistan, India and other South Asian countries.
These call centers in Pakistan and other parts of South Asia will be affected negatively with success of this AWS. In Pakistan, the traditional call centers will see reduction in jobs in these circumstances.
The estimated business of call center market is $10 billion by 2019 and Amazon clearly wants to take major share of this emerging market.
Pricing
The company will provide cost saving price plans like other AWS products in order to perform well in a competitive market. Long term contracts and upfront costs will also be abolished by Amazon Connect.
According to company, it takes only minutes to setup the ‘Virtual Contact Center’ by an untrained person. According to the minutes for which the clients use the service, they will be charged. This process will make it cheaper as compared to other services. The Amazon’s price plan is quite beneficial for those also who want short term call centers or campaigns.
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