Amazon Web Services has announced the local availability of its omni-channel cloud contact centre solution, AWS Connect, today.
It is being made available through the company’s Africa region located in Cape Town, and is billed as being a “superior” alternative to the traditional contact centre systems that people would be all too familiar with.
“Currently used by tens of thousands of customers worldwide, including local customers like Standard Bank Group , companies using Amazon Connect are collectively supporting more than 10 million contact center interactions per day,” explained the company in a press release sent to Hypertext.
Along with being cloud-based, Amazon has highlighted the embedded machine learning that AWS Connect affords. The upshot here according to the hyperscaler is that it frees up time for employees to provide more personalised customer experiences, with it facilitating automated interactions, customer sentiment insight and enabling self-service operations.
“The launch of Amazon Connect in the Cape Town Region helps enterprises provide consistent, responsive, and personalized support to their customers, no matter where their agents or customers are located,” notes Chris Erasmus, country manager at AWS.
“Amazon Connect contact centers can be set up and configured in minutes, and agents only need a headset and an internet connection to get started. With Amazon Connect, businesses improve their customers’ experiences and their contact center’s effectiveness,” he adds.
As far as what value this solution brings to the table, AWS has highlighted its implementation within the Standard Bank ecosystem via digital transformation that Accenture is pushing.
“We helped consolidate more than 70 different entry points into a single-entry point. Over 1,000 users are currently using the platform, handling over 20,000 calls a day. As part of the move to Amazon Connect, Live chat – a channel the bank did not have previously – will be introduced, allowing customers to engage in a truly omnichannel way,” says Prashant Prakash, who leads Accenture AWS Business Group in Africa.
“Amazon Connect helps us bring faster and stronger business outcomes for clients; it clearly shows how the Accenture AWS Business Group provides continuous innovation at unmatched speed and scale,” he concludes.
