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 Cloud Contact Center: Amazon Connect
Amazon Connect is the company’s omnichannel contact center offering, allowing companies to set up and manage a cloud contact center in seconds. With omnichannel communication support and built-in AI enhancements for agent and supervisor assistance.
AWS achieved a “Leader” position in both the Forrester CCaaS Wave report and Gartner Magic Quadrant for CCaaS with Amazon Connect, and the solution is constantly evolving with new and improved features. With Amazon, companies can:
- Create and deliver powerful omnichannel experiences: Deliver personalized, proactive, and powerful automated and agent-assisted experiences across voice, web and mobile chat, SMS, email, and various other channels.
- Boost agent productivity: Amazon Connect helps agents to resolve issues faster with AI and machine learning capabilities. It offers a unified workspace, to improve process efficiency, and even allows users to toggle features on and off with a click.
- Uncover valuable insights: With state-of-the-art insights and analytical tools, businesses can measure, enhance, and track contact center performance metrics. You can predict contact volumes, leverage actionable insights to boost CX scores and reduce costs.
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
Companies can use AWS CDS to offer video, voice, and chat support to customers in real-time whenever they’re using a website or app, send promotional messages with personalized content to customers on-demand, and even keep clients up to date with alerts and notifications.
Alongside all the coding tools developers need to implement their multi-channel and real-time communication solutions into apps and sites, AWS CDS is brimming with other benefits. The Pinpoint tools within the solution allow brands to create audience segments for more personalized messaging campaigns, as well as comprehensive, automated campaigns and journeys.
The Pinpoint SMS service from Amazon even allows companies to engage in conversations with customers through their mobile devices. Amazon offers SMS in more than 240 countries, with options for sending one-time passcodes, as well as notifications and alerts about things like shipping or orders. There’s even two-way SMS available for customer support.
Amazon’s tools are powered by AI and machine learning too, ensuring companies can take advantage of sentiment analysis, real-time analytics and dashboards, transcription, and translation across every channel. Plus, the solutions support a range of other technology offerings in the AWS toolkit, such as Amazon Lex, Amazon Personalize, Amazon SageMaker, and Amazon Connect.
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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