“No Contact Center” — Contact Center on the Cloud
Introduction to the Contact Center on the Cloud
What Contact Center as a Service (CCaaS) is?
CCaaS is the contact center that is hosted on the cloud instead of hosted on-premises.
There is a detailed article about CCaaS for your reference.
No Contact Center in the Future
I think that everyone already knows the pain points of the current contact center such as long waiting time and the inconsistent response.
The example of terrible customer experience in the call center
When the contact center is migrated from the on-premises to the cloud, we can improve the overall customer satisfaction.
In my opinion, our future should aim for “No Contact Center”. The personal assistant such as Alexa or Siri can replace the job in the contact center in the future.
Two user stories to demonstrate:
- Build the contact center on the cloud
- Migrate the contact center to personal assistant (Amazon Alexa)
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Build the Contact Center on the Cloud
Services in the Demo
- Amazon Connect — Contact Center on the cloud
- Amazon Lex — Chatbot on the Contact Center
- AWS Lambda — Serverless on the Contact Center
- Amazon SES — Omni-Channel on the Contact Center
Demonstrate how to buy the travel insurance in the cloud contact center — Pure Chatbot, Voice by Amazon Polly
Migrate the Contact Center to Personal Assistant (Alexa)
Services in the Demo
- Amazon Alexa— To Replace the Contact Center
- AWS Lambda — Serverless on the Personal Assistant
- Amazon SES — Omni-Channel on the Personal Assistant
Demonstrate how to use the personal assistant (Alexa) to replace the job in the contact center
