Amazon Web Services has had its Contact Center as a Service (CCaaS) offering, Amazon Connect, generally available for a few years now, but it’s not getting much visible. Contact Center-as-a-Service is a software delivery model that enables companies to buy only the IT they need for call centers and is operated by a vendor to reduce IT, integration and support costs.

Despite its time in the market, I still get questions from contact center experts about whether Connect is ready for prime time and whether AWS has a competitive edge over a field with traditional providers. I recently hosted a customer panel with three Amazon Connect customers on the Customer Contact Week show highlighting Connect’s unique features that have helped them navigate their business through the pandemic. Below is a summary of each case study.

Hilton Hotels

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