Amazon Connect – Simple to use, cloud-based contact center
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Re: Amazon Connect – Simple to use, cloud-based contact center
#2It'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.
Re: Amazon Connect – Simple to use, cloud-based contact center
#3It'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.
Twilio were on the stage during the AWS Re:Invent keynote last year.
Re: Amazon Connect – Simple to use, cloud-based contact center
#4Bandwidth uses this? I thought they were a telecommunications company
Re: Amazon Connect – Simple to use, cloud-based contact center
#5This feels a lot like Amazon's ecommerce activities. Since Amazon own the platform in ecommerce, they can detect which goods are most successfully sold, sell those goods themselves, and use their scale and distribution to muscle out competitors.
Now since Amazon owns the cloud infrastructure, they can detect which apps are among the most successful (e.g. customer service apps) and build only winners. Again, they can use their scale and distribution to muscle out competitors.
Re: Amazon Connect – Simple to use, cloud-based contact center
#6Looks really cool, I wish openvbx was still developed
Re: Amazon Connect – Simple to use, cloud-based contact center
#7This feels a lot like Amazon's ecommerce activities. Since Amazon own the platform in ecommerce, they can detect which goods are most successfully sold, sell those goods themselves, and use their scale and distribution to muscle out competitors. Now since Amazon owns the cloud infrastructure, they can detect which apps are among the most successful (e.g. customer service apps) and build only winners. Again, they can…
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.
Re: Amazon Connect – Simple to use, cloud-based contact center
#8It'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.
Twilio entered into an agreement with Amazon to power their telephony services. I wouldn't be surprised if this was built in collaboration as they'd benefit from the volume.
http://www.businessinsider.com/twilio-amazon-web-services-pa...
Re: Amazon Connect – Simple to use, cloud-based contact center
#9This feels a lot like Amazon's ecommerce activities. Since Amazon own the platform in ecommerce, they can detect which goods are most successfully sold, sell those goods themselves, and use their scale and distribution to muscle out competitors. Now since Amazon owns the cloud infrastructure, they can detect which apps are among the most successful (e.g. customer service apps) and build only winners. Again, they can…
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.
and great for amazon. They make more on AWS that way.
Re: Amazon Connect – Simple to use, cloud-based contact center
#10It'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.
twilio isn't going anywhere. Its not worth amazon's time. You're talking lots of integrations with legacy ISPs which takes time, and not profitable / revenue heavy enough for Amazon's time.