Amazon Connect, the cloud-based contact center solution from Amazon Web Services (AWS), is a powerful tool for elevating customer experience. Combining omnichannel interactions with artificial intelligence, agent productivity tools and analytics, Amazon Connect empowers businesses of all sizes.
Amazon works together with a variety of certified partners, ready to work with you to configure, implement, and optimize Amazon Connect for your specific business needs.
The challenge for most businesses is in figuring out which partner to work with.
Here’s what you need to know to make the right decision for your cloud contact center.
What are Amazon Connect Partners?
Amazon Connect Partners are reputable vendors who work with AWS to help businesses design, deploy, operate, integrate, and scale their omnichannel cloud contact center solution. They provide organizations with an effective way to access superior customer service, at an affordable cost.
The flexible Amazon Connect ecosystem supports two primary types of partners. Service offering partners (validated by the AWS service delivery program), configure and deliver the Connect service to customers. They have a deep understanding of Amazon Connect and follow best practices to optimize the return on investment from your contact center.
Software partners offer value-added and supported products that extend the native functionality of the Amazon Connect experience. These solutions are validated by the AWS Service Ready Program. Companies investing in AWS technology can leverage support from both types of partners, to enhance their cloud contact center strategy, and minimize complexities.
Last Year, Amazon announced the introduction of “Amazon Connect Ready Specialization”, specifically designed to help companies find partners that can help them launch their new Amazon Connect Contact Center. Companies like Local Measure have already earned both specializations, and were announced as the launch partner for the Amazon Connect Ready designation.
How to Choose an Amazon Connect Partner
Amazon maintains its own partner directories, where users can browse through available vendors with experience in offering AWS-ready services. All of these partners are validated by Amazon, ensuring they offer a combination of exceptional support and functionality to business leaders.
The question is, how do you choose the right vendor for your needs?
Step 1: Assess Your Requirements
The first step in choosing the right Amazon Connect Partner for your business needs is establishing what you want to accomplish with your cloud contact center. As mentioned above, some partners specialize in configuring and implementing AWS solutions. Others offer businesses the opportunity to extend the functionality of their cloud contact center with new features.
There are even partners who can offer a combination of both services, supporting teams with implementation techniques and technical support, as well as delivering bonus tools and integrations. For instance, if you want to optimize your contact center with a CRM integration, you may choose to work with a partner that can offer a Salesforce CTI adapter for Amazon Connect, as well as accelerated time-to-value with quick implementation and set-up.
Step 2: Examine the Service Experience
The best Amazon Connect partner will always provide companies with an intuitive way to increase their contact center ROI and improve their experience with Amazon Connect. Exploring exactly how each partner will help you make the most of your investment is crucial to success.