Zeus Kerravala
| October 6, 2021
| Topic: Amazon
The Enterprise Connect industry event took place week and, as is the case with prior conferences, unified communications and contact center vendors used the opportunity to announce updates or major products. Amazon Web Services (AWS), although a relative newcomer to the UC and CC industries, has become a significant participant at the event. At this show four years ago, it took the covers off its contact center product, Amazon Connect.
It’s fair to say that AWS was a late entrant to the cloud contact center market and that almost always spells doom. In this case, AWS used a new pricing model to disrupt the industry and coupled that with massive scalability and a consistent drumbeat of new features to not only catch up but become a leader in this market. More to come, I’m sure.
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Zeus Kerravala
| October 6, 2021
| Topic: Amazon