Amazon Connect impressions

[victor]

Hi,

one of our clients is asking about Amazon Connect as a replacement for Genesys moving forward. I had to read up on this, and I am unclear how it compares. It looks like it is very interaction oriented, and it is still in early stages of beta. It may not be a blown out replacement just yet, but I have this inkling feeling that I better look into it.

Thoughts?

[hsujdik]

I have taken a look on its documentation some months ago... it was still very raw in terms of Routing capabilities, multimedia and reporting, but it seems sufficient for smaller contact centers which don't require lots of integrations. Unfortunately it wasn't available for my region so I haven't tested its limits yet

[victor]

Yes, this is the impression I have as well, but it seems like it is really starting to take shape and become a major player in our region. They are being used now as overflow seats, and it seems there is less and less reliance on CTI for reporting, it is harder to push the Genesys richer feature set. I am thinking about adding this to our menu next quarter. I am starting to suspect that we are about to have a lot of call centers looking at cheap ways to handle overflow / seasonal changes and having Genesys core + Amazon overflow may actually become a norm.