Samsung has decided to switch its contact center provider and implement the Amazon Connect platform due to issues with its previous system. The company is eager to move further into the cloud and leverage the new features and innovation in CCaaS. The decision to partner with AWS reflects Samsung’s openness to new ideas and willingness to adapt to changes. Working with Teleperformance, Samsung chose AWS for its flexible pricing model after exploring other potential providers with less transparent pricing structures. AWS’s pricing plan, based on consumption, has been praised for its agility and cost-effectiveness, allowing organizations to experiment with AI tools without being tied to fixed contracts. Samsung’s Customer Care Manager emphasized the benefits of AWS’s modular platform and pay-as-you-go system, highlighting the flexibility it offers compared to traditional models. While pay-as-you-go pricing can lead to unpredictability and potential cost spikes, Samsung has taken steps to estimate and manage their data consumption to mitigate risks. Teleperformance’s Contact Center Manager also supported the switch to a pay-as-you-go model, noting that it is cheaper and more aligned with Samsung’s fluctuating usage patterns. AWS has recently introduced enhancements to its Copilot Agent feature, providing real-time guidance to agents based on customer queries to improve handling times and customer satisfaction. Overall, Samsung’s move to Amazon Connect reflects a strategic shift towards cloud-based solutions and a focus on enhancing customer service through innovative technologies like AI and real-time guidance for agents.
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https://www.cxtoday.com/contact-centre/samsung-leverages-amazon-connect-champions-pay-as-you-go-model/
