Amazon introduced its cloud-based contact center offering on Tuesday, Amazon Connect. While the service space could disrupt the market, Amazon must engage the channel for custom integration, support and management, partners said.
Amazon’s new cloud-based contact center, Amazon Connect, is a self-service offering that ties into Amazon’s other storage and compute products and can scale on demand. And that’s both a blessing and a curse, partners said.
“I think the big companies always make it seem so easy, but the reality is, most people don’t know how to set up or manage a contact center. ” Don Gulling, president of Verteks Consulting, an Ocala, Fla.-based solution provider. “This could be a good channel opportunity because I can’t imagine a real-world contact center with more than just a few people who would be able totally self-service the contact center. ”
While Amazon Connect could shake up the contact center space, it’s still underdeveloped compared to industry-leading contact center products. Partners said the Internet giant also needs to engage the channel with this service because many businesses today are relying on VARs to manage their contact centers.
[Related: AWS Enters The Contact Center Customer Service Arena With Amazon Connect ]
Amazon said that Connect users who need help with custom integration could work with partners in the AWS Partner Network, calling out several partners, including Accenture, Aria Solutions, Persistent Systems, and Wipro.
