Amazon Web Services, or AWS, is one of the biggest, most valuable companies in the world today. The tech subsidiary of the gigantic Amazon brand is a pioneer in the technology industry, delivering a range of tools products and solutions to virtually every type of business.

While many business owners are familiar with AWS thanks to its cloud computing technology, which covers everything from archiving to content delivery and blockchain innovations, AWS has also been making significant strides in the communications space. Today, Amazon’s services and platforms cover virtually every sector of the communication landscape.

Here’s a complete guide to the core solutions AWS has to offer companies in search of transformative communication tools.

Omnichannel Contact Center: Amazon Connect

Available as either a standalone solution, or as part of a comprehensive kit of connected cloud-based tools from AWS, Amazon Connect is the company’s Ominichannel contact center offering, Amazon Connect. The solution allows companies to set up and manage a cloud contact center in seconds, with omnichannel communication support, AI enhancements, and machine learning.

Amazon achieved a “Leader” position in both the Forrester report and Gartner Magic Quadrant for CCaaS solutions with Connect, and the toolkit is constantly evolving with new and improved features. Core capabilities include:

  • Telephony for over 200 outbound calling destinations
  • HD 16KHz audio
  • IVR, chatbots and contact center automation
  • Web and mobile chat via Amazon Lex
  • Omnichannel outbound campaigns
  • Predictive dialer with answering machine detection
  • Omnichannel routing with multiple routing methods
  • Task management via Amazon Connect Taks
  • Workflow automation with Amazon Connect Contact Lens
  • Caller authentication and fraud risk detection powered by ML
  • Agent and supervisor workspaces
  • Unified customer profiles and CRM integrations
  • Case management with Amazon Connect Cases
  • Knowledge and agent assist with Amazon Connect Wisdom
  • Self-service flow builders
  • Capacity planning and forecasting
  • Scheduling tools for WFM and WFO
  • Conversational analytics with sentiment analysis
  • Call summarization

Amazon Connect also offers a range of other valuable tools, from intuitive solutions for boosting agent engagement and tracking team member performance, to real-time and historical analytics, and even an automated chatbot designer. Companies can use Amazon Connect to score leads, manage compliance with data redaction, and train employees with step-by-step guides.

Additionally, the Amazon Connect solution offers a host of native integration options to choose from. There’s support for Salesforce Service Cloud voice, for CRM-enhanced customer experience strategies. Plus, the Amazon partner network offers direct connectivity with a range of sales and service tools, workforce management solutions, and more.

Cloud APIs and SDKs: AWS Communication Developer Services

Amazon also provides companies and developers with the power to create comprehensive multi-channel communication campaigns, and embed real-time communication channels and tools into their existing apps and workflows. The AWS Communication Developer Services solution is a collection of cloud-based SDKs and APIs, created to help builders add communication capabilities to apps and sites.

Featuring an innovative approach to development, AWS Communication Developer Services empower brands to upgrade their communication strategy with minimal coding, offering access to a variety of communication channels including SMS, push notifications, voice and video:

  • SMS: Text messaging available across 240 regions and countries
  • Email: Powerful scalable email marketing and messaging campaigns
  • Push and in-app notifications: Pay-as-you-go instant notifications
  • Voice: SIP trunking, PTSN audio, call routing, recording and voice prompts
  • Video: WebRTC video and livestreaming capabilities
  • Chat: Secure, customizable, and recordable chat messaging

Amazon’s Complete Communication Portfolio

With options to explore across a range of communication channels, Amazon Web Services really does have something to offer virtually every business. What’s more, the company doesn’t just focus on serving end-users. There are also powerful partner programs available from Amazon, which allow resellers and service providers to expand their portfolio with unique tools.

These partner programs empower business leaders to access cross-service solutions, unlock the power of AWS AI, and even provide valuable step-by-step training to teams. Amazon is quickly establishing itself as a leader in the communications space.



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