In early 2020, when the pandemic made in-person customer service impossible, contact centers quickly became a lifeline. Within weeks, hundreds of public sector organizations and companies turned to Amazon Connect, the cloud contact center platform developed by Amazon Web Services (AWS).
Launched in 2016 to reinvent the traditional contact center experience, Amazon Connect was born out of Amazon’s retail business and its need to give customers a personal, dynamic, and natural experience in customer service.
