Can reps take calls on their mobile device? I can't seem to figure that out. If so, this could be a reasonable replacement for Grasshopper.
Amazon Connect – Simple to use, cloud-based contact center
51–60 of 85 posts
Re: Amazon Connect – Simple to use, cloud-based contact center
#52It's interesting that Amazon continues to move up the stack. This can't be great for folks like Five9, inContact, Genesys, etc. And it's probably incrementally negative for Zendesk, RingCentral, and Twilio - where some percentage of customer use cases is tied to contact centers.
If you are a business then Amazon wants to be your IT department.
Re: Amazon Connect – Simple to use, cloud-based contact center
#53Earlier quoted context omitted.
and great for amazon. They make more on AWS that way.
This is correct. A lot of people don't realize that Amazon actually makes more money from Marketplace (3rd party sellers) than they do with their "Sold by Amazon" products.
I don't see how that can be right...
The store I work for sells on Amazon and we've listed things that Amazon doesn't sell (and never has sold). Each time we did that and the product sold well for a month or two straight, Amazon would start selling it for less than we were able to (less than the wholesale price we were getting the products for!), forcing us to stop selling it.
If Amazon really makes more when we sell it than when they do, there's no reason they would have undercut us by that much every time.
edit to add: In case it matters, the types of products we this happened with were coursebooks, toys (from foreign manufacturers), and wall and desk calendars.
Re: Amazon Connect – Simple to use, cloud-based contact center
#54If someone can figure out for me if adding support for webRTC VIDEO is viable, that would be amazing. I'm driving 6 hrs and can't research it.
There is a 100 ways to integrate it with WebRTC. You don't mind wasting 6 hours of your life driving, but can't be bothered to do your own research, let me guess, you are a sales person, selling cloud stuff.
Re: Amazon Connect – Simple to use, cloud-based contact center
#55They are making money at multiple points: 1. Charging you per-minute for use of the service. 2. Charging you a per-DID fee per day of use. Why? You are already paying for the service, and for the VOIP termination. BTW at Amazon scale, the DID numbers are either free or less than 10 cents/month per DID. 3. Charging you (in the USA at least) for the actual VOIP calling. With 1) and 3), a USA call costs you 0.0048 cents…
It's worth noting that, at that scale, you actually get PAID for inbound calls. At MagicJack, the cost of our went into the negative because of access fees. Even though Amazon is not a carrier (yet), they will likely work a deal to get paid.
Vonage does the same thing. They receive a revenue share of the access charges from level 3.
Re: Amazon Connect – Simple to use, cloud-based contact center
#56I thought Amazon should focus on IaaS. I don't think this service is a IaaS, so don't like it.
Do you realize how big the Amazon conglomerate is? They do far more than just some EC2 virtual machines, even if just looking at AWS alone.
Re: Amazon Connect – Simple to use, cloud-based contact center
#57This is a fantastic move for Amazon and I'll tell you why. The cost of long distance is nearing 0 and application providers are making bank. The pricing is also extremely disruptive. Most contact centers price minutes/DIDs just like Amazon but ALSO charge a per-agent per-month fee. [1]
All of the contact center solutions mentioned so far were customers of mine at MagicJack. We did wholesale long distance for them. The one trend in the industry is that long-distance continues to fall fast, but the pricing of telecom-related apps stayed the same.
Since I am no longer under NDA, the average cost of long distance (US Domestic) at MagicJack when I left in 2013 was $0.0017/minute!!
For those saying contact centers won't move over because the investment - I will tell you that we lost and gained 1,000 agent operations over 10% cost savings every single month.
[1] - http://blog.kunnect.com/2014/10/how-much-does-cloud-based-ca...
Re: Amazon Connect – Simple to use, cloud-based contact center
#58I thought Amazon should focus on IaaS. I don't think this service is a IaaS, so don't like it.
The definition of what "I" in "IaaS" is slowly changes over time.
Re: Amazon Connect – Simple to use, cloud-based contact center
#59Earlier quoted context omitted.
You seem to assume that they have bad intentions. They are just increasing the number of value-add services they offer. They aren't necessarily trying to muscle out competitors, competition in the marketplace is ultimately great for the consumer.
> competition in the marketplace is ultimately great for the consumer Not necessarily. History is replete with monopolies that arise through competition; cabals, sweetheart deals and other secret arrangements designed to fool the consumer into believing there is competition where there is none; race to the bottom in terms of quality vs profit margin; exploitation of underprivileged workers; and so on. Not to say that…
into believing there is competition where there is none
It feels like you're validating the original point here. These secret arrangements are not competition and instead consolidation. If market competition did exist, free from illegal practices, the product that provides the most value for a given consumer will win that customer's business.
You're instead talking about why anti-competitive practices are bad... Which is why we have the sometimes-inept DOJ.
Re: Amazon Connect – Simple to use, cloud-based contact center
#60If someone can figure out for me if adding support for webRTC VIDEO is viable, that would be amazing. I'm driving 6 hrs and can't research it.
There is a 100 ways to integrate it with WebRTC. You don't mind wasting 6 hours of your life driving, but can't be bothered to do your own research, let me guess, you are a sales person, selling cloud stuff.
Thanks...That was helpful. ;) Have a look at my profile if you want to know what I have done. Driving with kids is what you do as a parent on spring break.
As for the question, I was trying to discern if amzn was making the video conf functionality (debuted with the Kindle Fire) for customer service available, or if integration was contemplated and discussed in the content. It does not appear as such.
I wish I could give you 100 uovot s to encourage more of your behavior.