Because not all Contact centers are the same – First look at Amazon Connect and how easy it is to use

Unified Communications and Collaboration is being getting so much speed in the last few months. There are many great and incredible additions from many big vendors out there, such as Cisco, Google, Microsoft and now Amazon is also playing on this space (I think it has been for a while).

Amazon came up with another scary easy to use solution, this time for contact centers. the product is called Amazon Connect – I heard about the product yesterday from a co-worker that was at #EC17 and I heard it was really easy to use, so I could not resist and had to take a look at it.

To the product – where can be found?

Login to your AWS Console and look for this

Adding an instance

The steps are very self explanatory and really easy to spin up
First create an instance
Define an administrator
Define Telephony Options
Define Data Storage
Review and Create the Instance

Creating this instance generates a unique URL where you can sign in and start adding functionality. Few things that you will see are:

The routing section is very interesting and intuitive:

What do I need to be familiar with?

There are few words and terminology that AWS considers you need to know, you can find them here

But the most important thing is the Call routing options, creating service queues, contact flows, prompts and etc. There is also a combination of User Management, Routing Profiles, Agent Status and Reporting.

The contact Flows

I was very impressed with the graphical view of the Scripts (in my world) or the call flows as Amazon likes to call them.
Here is a quick snapshot

What to look forward to?

My thing is to always provide innovating technologies for my clients, however I would like to keep looking at this service to see how it fits into Commercial and Enterprise solutions.
If you like to spin up an instance is very easy and seems like the first 90 minutes are free to test and verify a solution. If you would like to know more feel free to go to Amazon Connect
For the pricing take a look at this link

About the Author:

Andres Sarmiento, CCIE # 53520 (Collaboration)
With more than 13 years of experience, Andres is specialized in the Unified Communications and Collaboration technologies. Consulted for several companies in South Florida, also Financial Institutions on behalf of Cisco Systems. Andres has been involved in high-profile implementations including Cisco technologies; such as Data Center, UC & Collaboration, Contact Center Express, Routing & Switching, Security and Hosted IPT Service provider infrastructures.

You can follow Andres using Twitter, LinkedIn or Facebook

3 thoughts on “Because not all Contact centers are the same – First look at Amazon Connect and how easy it is to use”

  1. Since you touched on the visual aspect of the script as it relates to your world (assuming Cisco), what do you think about ContactView ( It’s a visual script builder similar to Visio for UCCX

      1. Hybrid solution, on-premises connector with a cloud UI. Connector facilitates a lot of the functionality including building the AEF to the exact version of the UCCX it is connected to. I’d be happy to show you more if you’d like.

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