Trends Report

Amazon Connect: Not Yet Ready For Prime Time

Take A Wait-And-See Approach Before Choosing Amazon's New Cloud Contact Center Offering

May 31st, 2017
Kate Leggett, VP, Principal Analyst
Kate Leggett VP, Principal Analyst
Art Schoeller, null
Art Schoeller
Daniel Hong, null
Daniel Hong
With contributors:
Stephen Powers , Chad Rafferty , Peter Harrison

Summary

Amazon aims to disrupt the contact center industry with Amazon Connect — a cloud-based addition to the company's growing product portfolio that runs on Amazon Web Services (AWS). It attempts to simplify how enterprises procure and consume customer service technology through a usage-based model with no monthly commitments. However, several key capabilities that competitors support are not available in this first release. This report helps application development and delivery (AD&D) pros understand Amazon Connect's capabilities and when to consider it.

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