Amazon Web Services (AWS) and Embratel have announced the launch of Amazon Connect in Brazil.
This is a cloud-based omnichannel Contact Center solution, designed to provide higher-quality customer service with increased automation and cost reduction of 30% to 50%, potentially saving up to 80% in some cases.
In Brazil, Embratel is the first authorized AWS partner to market the solution with all its functionalities, and the additional advantage that this new solution can be acquired as a complete package of voice services and connectivity, already embedded and configured for fully scalable expansion.
Amazon Connect is being used in many parts of the world as a Cloud Customer Service Center for both public and private organizations, including US government agencies, National Australia Bank, United Kingdom Post Office, Dow Jones, Subway, News Corp, GE Appliances, Adobe, Siemens and Vodafone.
The solution had a unique positive impact by enabling agents to work remotely with quality during the most critical period of social distancing caused by the pandemic. An example of a user is the British bank Barclays, which had 6,000 customer service agents working remotely at the beginning of the COVID-19 pandemic.
The client used Amazon Connect to enable the Contact Center operation within ten days, a process that would have taken five months to implement with traditional market solutions.
