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Contact centers are at the core of what it takes to properly win, serve, and retain customers for both B2B and B2C organizations. Rising customer expectations push companies to deliver ever- improving CX, yet, contact centers have complex suites of applications that can slow contact resolution and increase customer dissatisfaction. Enterprises need to integrate contact center software systems to leverage emerging AI tools to simplify the agent desktop and increase the speed and quality of contact resolution. They must also ensure reliability and agility at scale — especially during times of global or market disruption.
TEI methodology. Amazon Web Services (AWS) commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study and examine the potential ROI enterprises may realize by deploying the voice capabilities of Amazon Connect for their contact centers. The purpose of this study is to provide readers with a framework to evaluate the potential financial impact of Amazon Connect for their own organizations.
Amazon Connect. Amazon Connect is a cloud contact center with consumption-based, pay-as-you- go pricing that is accessed via an internet browser by agents. The service includes standard contact center functionality and reporting, plus skills-based routing, voice and chat recording, transcription and AI capabilities with Contact Lens for Amazon Connect, and integration with the breadth of AWS and third parties via Lambda.

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