How to Create a Customer Contact Center in AWS

Virtualization Review | November 13, 2019

How to Create a Customer Contact Center in AWS
Although cloud hyperscalers such as Amazon are well known for their ability to host IT infrastructure, it is also possible to use the AWS cloud for telephony. This is perhaps one of the most underrated use cases for the Amazon cloud. On premises PBX systems can be expensive and are notoriously difficult to configure. However, Amazon offers a cloud service called Amazon Connect that allows you to connect a phone number to a virtual infrastructure and route calls on an as needed basis. In this series, I will show you how it works. To get started, log into AWS and select Amazon Connect from the list of services (it's in the Customer Engagement section). When Amazon Connect opens, click on the Get Started button.

Spotlight

Cloud computing has been widely adopted globally and is expected to grow even further in coming years. Business agility is undoubtedly the main benefit and key driver behind enterprise cloud adoption because IT resources can be acquired and deployed more quickly. Once deployed, these resources can be increased or decreased as needed to meet demand. According to RightScale’s “2017 State of the Cloud Report” (shown in the image below), 95% of the report’s respondents indicated that they are using the cloud. Adoption is noticeable across all cloud platforms, both public and private, and what’s more organizations utilize multiple vendors while building their hybrid cloud environments.

Spotlight

Cloud computing has been widely adopted globally and is expected to grow even further in coming years. Business agility is undoubtedly the main benefit and key driver behind enterprise cloud adoption because IT resources can be acquired and deployed more quickly. Once deployed, these resources can be increased or decreased as needed to meet demand. According to RightScale’s “2017 State of the Cloud Report” (shown in the image below), 95% of the report’s respondents indicated that they are using the cloud. Adoption is noticeable across all cloud platforms, both public and private, and what’s more organizations utilize multiple vendors while building their hybrid cloud environments.

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