What's the deal with Amazon Connect?

Talkdesk / Other poop 💩
Aug 9, 2017 19 Comments

Earlier this year Amazon packaged up an internal call center tool and launched it to the outside world. It seems pretty competent in some areas but very poor in others. Is this just an experimental MVP, or is there some long term plan behind it? I don't understand why AWS would launch an app when it's a platform business. It has no APIs! Why wouldn't they launch a true competitor to Twilio?

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TOP 19 Comments
  • Amazon QhrC74
    That's how amazon works.. build for itself, then launch to public even if it is still not polished.
    Aug 9, 2017 13
    • Amazon babypowder
      But we're not talking about Apple. We're talking about BlackBerry . Stop trying to deflect . If someone from Apple made the same comment as you did, I wouldn't have a problem with it; b/c they rule smartphones. But you're from BackBerry dude - B L A C K B E R R Y - they last company in the would that should talk smack about phones!
      Aug 10, 2017
    • BlackBerry TronaldDum
      Your phones were shit and that's why only 35K sold. Our phones sold in the tens of millions, so I can talk BABY 👶! Pretty appropriate user name you have
      Aug 10, 2017
    • Amazon babypowder
      Well Amazon was never a phone company and BB WAS and lost it ALL. And when your're argument goes off topic to making fun of names I know you have nothing more to say and I've already won. Have a good night I'm off to bed and have to get up early to go to my AWESOME job at Amazon. Have fun at BB if you can
      Aug 10, 2017
    • Talkdesk / Other poop 💩
      OP
      I'm compelled to point out here that the fire phone was actually full of great technology. it just didn't fit the market needs. interesting the new approach Amazon is taking subsidising unlocked with a "with offers" discount. smart move!
      Aug 10, 2017
    • Amazon bigbig
      Quick bump. Amazon is 1800+ and blackberry is 8.05 now.
      May 28
  • Amazon wookiebear
    It's supposedly been used internally at AMZN for over a decade by thousands of call center agents. It's actually quite good compared to other 90s era contact center software from Nortel, Verizon, Avaya, etc. I have lots of enterprise customers asking about it and kicking the tires.
    Aug 10, 2017 0
  • Amazon anotherSDM
    Connect isn't intended to be a Twilio competitor. Twilio is great for building simple IVR calls and basic conferencing. The secret sauce in Connect (based on internal system GACD) is the queuing, routing, and metrics. These are what make it a system for managing a call center, which is what Connect is targeting.
    Aug 16, 2017 0
  • Amazon / Product
    Amhole

    Amazon Product

    BIO
    TPM6
    Amholemore
    So GACD, but externalized? I've heard it's a pretty mature tool, actually. But probably not up to the standards of competitors.
    Aug 10, 2017 0
  • Square nutellu
    need to use it for themselves. might as well also make money off it
    Aug 9, 2017 1
    • Amazon Eren
      ^
      Aug 10, 2017