Samsung has decided to switch up its contact center provider and implement the Amazon Connect platform.
The South Korean tech powerhouse decided to make the change after experiencing issues with its previous hybrid contact center solution. That included incomplete reports, missing metadata, limited AI options for voice, and an inflexible routing platform.
So, Samsung wishes to move further into the cloud and take advantage of new features and the fast pace of CCaaS innovation.
Moreover, for Reuben Lowenstein, Customer Care Manager at Samsung Electronics, the collaboration with AWS is part of the company’s ethos of being always open to new ideas and change. He said:
You want to be ready for whatever comes your way. You have no idea what will be invented in an attic room somewhere in a few weeks.
Working with prominent BPO Teleperformance, Samsung selected AWS due, in part, to its flexible pricing model.
As part of the selection process, Samsung explored three possible CCaaS providers. However, it was unimpressed by some of the vendors' traditional pricing models due to the lack of transparency on the link between delivered functionality and costs.
That's tricky for CCaaS platform providers to deliver, with the likes of Genesys and - more recently - NICE revealing new pricing plans.
In doing so, these vendors are rethinking how they bundle their CCaaS offerings so contact centers can try new AI tools without tying them to agent seats.
That's critical, as those seats will not drive the volume of contact center workflows in the future.
In the case of AWS, however, its pricing plan has always received warm reviews from analysts. For instance, the 2023 Gartner Magic Quadrant for CCaaS stated:
Amazon Connect’s consumption-based pricing approach is the most agile in the CCaaS market. It enables organizations to experiment with voice, chat, and self-service at a low cost without long-term commitments, and clients don’t have to pay for unused capability or seats.
Lowenstein echoed these words when discussing the key factors that led to the company opting for the Teleperformance-certified Amazon Connect platform. He explained:
AWS is not a 'telephony company', it is an AI company with a modular platform where you purchase what you need and pay for what you use.
"That's the first time I've encountered that because, with most cloud solutions, the number of licenses you purchase is based on peak usage.”
So, let’s examine closely how AWS’ pricing model works and the pros and cons of a pay-as-you-go system.