Global Reach Customer Service

Amazon rolls out cloud based contact center for SMBs

Amazon Connect is a new self-service tool which is a cloud based contact center service aimed at SMBs.

The company is expanding into a business segment that mixes services offered by Zendesk, Freshdesk, RingCentral, and Grasshopper. But all wrapped into one simple solution.

With Amazon Connect, clients use a graphical interface to set up contact flows, manage agents, and track performance metrics. There are no special skills required to get up and going.

The new service is completely open allowing advanced users to integrate with other systems such as CRMs or the AWS platform.

Also, Amazon S3 stores call recordings and you are in full control of access and life-cycle of the data.

Best of all, Amazon Connect developed on the same contact center technology, which Amazon uses for its customer service agents around the world.

Hence it is running on a proven infrastructure operating in 42 availability zones within 16 global geographic regions.

Fully scalable up or down on demand provides businesses owners flexibility and immediate access to more resources during peak periods.


Amazon Connect is pay as you go with no upfront fees. You do not need to guess at usage requirements as you just pay for what you use.

And there is no monthly service fee!


As part of the AWS Free Usage Tier, you can get started with Amazon Connect free.

After you deploy your first Amazon Connect contact center, you receive 90 minutes of service usage.

You also receive a DID (Direct Inward Dialing) number and a toll-free number with 30 minutes of inbound DID calls, 30 minutes of inbound toll-free calls and 30 minutes of outbound calls per month for one year.

“Amazon Connect helps us streamline operations and drive workforce efficiency to the next level. Our agents are now able to work remotely with ease using the desktop telephony features Amazon Connect provides, and our call center leaders are able to quickly and easily review calls with reps, providing a fast feedback loop for continuous performance improvement.” said Ryan Henley, Vice President of Customer Success, Bandwidth

Our Take: Out of the box this service offers a lot of features and is a must investigate for SMBs. While good customer service derives from good policy, we believe technology can make a huge difference with customer satisfaction.

Amazon is known for some of the best customer service in online retail.

By giving you access to the same tools their agents use, your customers benefit from a tightly integrated experience. And your business benefits with a simpler solution to efficiently manage a variety of customer service channels.

If you use third-party services to manage your customer service, will you be giving Amazon Connect a try? Let us know in the comments section below.

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