AWS Communication Developer Services Review

Demand for innovative developer tools and solutions has skyrocketed in the communications landscape during the last few years.

As customer expectations evolve, and conversational journeys become more complex, businesses are looking for new ways to deliver consistent, streamlined, and branded experiences. APIs, and SDKs provide organisations with new ways to embed crucial communication technologies into existing apps and workflows, without building new systems from scratch.

AWS Communication Developer Services (CDS) is the all-in-one toolkit offered by Amazon Web Services, to assist companies in unlocking new forms of communication and embedded them in existing applications.

What is AWS Communication Developer Services?

CDS is a complete suite of cloud-based APIs and SDKs, created to build developers and business leaders bring communication features into their existing tools and applications. Supporting organisations in search of low-code solutions for communication, Amazon’s CDS service democratises communication options to help businesses achieve a range of goals.

Companies can use AWS-powered APIs and SDKs to build IVR systems capable of supporting touch-tone, text to speech, and conversation voice bots or access the solutions to build video into their customer experience strategy, for a more intuitive and immersive user experience. Solutions are also available for creating automated workflows, to send promotions and marketing materials to customers, as well as alerts via email, in-app notifications, push messages, and voice.

Currently, the CDS toolkit covers a range of popular communication channels, as well as multiple “engagement” solutions, created to assist with customer campaigns, journeys, and audience segmentation. The technology is offered on a flexible pricing structure, to ensure teams only pay for the API calls and resources they use.

The core components of CDS kit include:

• Amazon Chime SDK: An all-in-one software development kit for embedding real-time audio, video and desktop sharing capabilities into apps and websites.
• Amazon Pinpoint: A multichannel communication tool featuring APIs for SMS, push notifications, and custom channels, Pinpoint is a comprehensive tool for communications, with support for message segmentation and personalization.
• Amazon SES: The full Amazon Simple Email Service solution, designed to facilitate high-scale inbound and outbound email interactions through the cloud.

AWS CDS Review: The Communication Channels

Amazon Web Services offers SDKs and APIs tackling six of the most common communication options in the omnichannel landscape, including:

• SMS: Using the SMS channel on Amazon Pinpoint, companies can send messages to mobile devices and recipients in over 200 countries and regions. The SMS solutions include support for one-way and two-way messaging, with access to a comprehensive sandbox, monitoring tools for SMS activity, and specific spending budgets.
• Push/In-app Notifications: Also powered by Amazon Pinpoint, the Push and in-app notification APIs from AWS allow companies to send instant, tailored messages to customers across the web, or within mobile apps. Companies can design push notification workflows with specific triggers and monitor results in the AWS backend.
• Email: Leveraging Amazon’s worldwide Simple Email Service (SES), developers can embed email functionality into their apps and tools, benefiting from exceptional scale and reliability. Currently, the AWS platform sends an average of 2.2 billion emails every day, promising phenomenal results for marketing campaigns, alerts, and customer communications.
• Chat: For companies looking to take advantage of the evolving landscape for customer messaging, the Amazon Chime SDK makes it easy to add messaging to any workflow, complete with advanced machine learning technologies. Developers can utilize intelligent omnichannel conversational workflows, and Amazon translation features. Plus, there are monitoring tools available for compliance recording requirements.
• Voice: Also offered by the Amazon Chime SDK, programmable voice solutions from AWS empower companies to develop custom telephony applications, with voice prompts, call routing, recording, and more. Teams can take advantage of call recording and analytical tools, click-to-call capabilities, and powerful SIP trunking and PTSN audio.
• Video: Unlocking the power of video in the customer service landscape, the Amazon Chime SDK also supports WebRTC video connectivity, with support for live transcription, speech enhancement, media session management, and media capture or recording. Companies can even create apps with live-streaming video capabilities or leverage the Amazon Chime SDK to enable screen and file sharing during video sessions.

AWS CDS Review: Tools for Engagement

Alongside giving developers and business leaders a host of intuitive ways to bring real-time and asynchronous communications into their apps and tools, AWS also offers a variety of toolkits for audience engagement. The Amazon Pinpoint campaigns toolkit empowers business leaders to build automated workflows and campaigns for everything from booking alerts to marketing strategies.

With a simple flow builder, developers can utilise a variety of cross-channel, event-triggered messaging options, designed to keep customers engaged wherever they are. Additionally, businesses can also utilize A/B tests to optimize the performance of campaigns, schedule new campaigns whenever they choose, and assign messaging strategies to specific customer segments.

The Audience Segmentation tools within the CDS toolkit make it simple to distribute customers and contacts into dynamic and imported segments, based on crucial data about customer locations, journeys, and even preferred messaging channel.

Utilizing a variety of transformative tools from the Amazon Web Services portfolio, the CDS platform provides businesses with an all-in-one solution for flexible audience engagement and communication.

Some of the biggest benefits of the solution include:

• Exceptional scalability: CDS supports some of the largest enterprises in the world, from Disney, to Netflix, and even Slack. The scalable solution makes it easy to implement new communication solutions into your workflows according to your specific needs. There’s even a simple management console for quick configuration.
• Machine learning models: Machine learning capabilities are a core part of the CDS portfolio. In Pinpoint, you can connect to ML “recommender” models, to predict which messages a customer is most likely to interact with and send more personalized messages to customers. Plus, you can even create “variable message templates”.
• Extensive AI capabilities: Alongside powerful machine learning models, Amazon also makes it easy to add AWS AI technologies to your communications through CDS. You can leverage quick and accurate transcriptions and translations, and even create your own intelligent chatbots to interact with customers.
• Powerful analytics: With built-in ML and AI technologies, the analytical tools offered by CDS are incredible. Amazon Chime’s updated SDK gives developers the ability to add machine-learning based voice analytics to applications. These tools can use a customer’s speech signals and tone to determine sentiment and deliver insights in real-time.
• Flexibility: As with all the AWS landscape, CDS is offered on a pay-as-you-go basis. This means you only pay for the exact tools and solutions you need. The flexible pricing model makes it simple for small and large businesses alike to innovate within their budgetary restraints.

Overall, Amazon CDS is a fantastic solution for implementing communication technologies into your existing workflows and applications. It’s flexible, scalable, affordable, and equipped with the latest innovations in AI and machine learning.

To find out more, visit AWS.

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