What's the deal with Amazon Connect?
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?
That's how amazon works.. build for itself, then launch to public even if it is still not polished.
That's why the Fire phone went up in flames π₯
hmmm @BlackBerry . You probably shouldn't be making any remarks about phones. Look what the iPhone did to your company.
So GACD, but externalized? I've heard it's a pretty mature tool, actually. But probably not up to the standards of competitors.
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.
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.
need to use it for themselves. might as well also make money off it
^