Ever since Amazon Connect and Twilio Flex were announced at Enterprise Connect 2017 and 2018, respectively, the two contact center solutions have been lauded by some — and criticized by others — as products that customers build for themselves. “Build” solutions are said to require companies to have dedicated developers and/or invest in expensive professional services from systems integrators. Thus, Amazon Connect and Twilio Flex are typically contrasted with cloud contact center solutions that are “out-of-the-box.”
