![]() ![]() (With Flex you also pay for Task Router invocations, but it’s still pure consumption). That is, you just pay-as-you-go for minutes and messages. The common theme is that Amazon Connect, Twilio Flex, and Vonage Nexmo are all offering call center solutions priced on a pure consumption basis. On top of this new dynamic, you have to keep in mind the special role that AWS plays in powering not just competitors to Connect but Twilio itself, on top of which yet more competitors are built. (See With AppConnect, Talkdesk is Doing B2B Apps the Way They Should Be.) That reminds me of TalkDesk’s partner program. They announced new partners and a program that allows 3 rd parties to do “one-click” integrations. You should assume Amazon is absolutely serious about Connect, and in it for the long run. When Amazon launched their own cloud call center offering, two years ago, a common objection was, “Amazon likes everything to be self-serve that will work for SMBs, but are they really going to have an enterprise sales force?” I learned this week that the answer is yes, there is now a dedicated Connect sales team, a distinction held by only a few products in the whole Amazon empire. “… as a fully open-source building block can bring enhancements to contact center capabilities which are flexible and limitless… because there are no license fees associated with the building block, significant cost savings can accrue …” Amazon Connect Announced Partner Program They just want you to use their network for voice and SMS. Unlike Twilio which has a (small) per-use cost attached to Task Router (their routing engine), Vonage is saying the engine is free. The CPaaS battle has moved up the value chain, from “Use our voice/sms API’s” to “Use our call center building blocks”. Well, this is clearly a response to Flex. Vonage says they are “.redefining the contact center industry by providing businesses with building blocks to implement intelligent routing technology…”. This announcement didn’t get that much attention, but it shows the new dynamics emerging in the space. Vonage/Nexmo Open Sourced their Call Routing Engine Two other responses I recommend are from Twilio-based CCaaS Serenova and blogger Tsahi Levent-Levi. Alan will be on the panel that I mentioned in the opening ( register here), we’ll certainly be discussing his take. Here’s our coverage the day after the launch: Twilio Wows the Crowd with Flex Debut.Īlan Quayle’s post on how Twilio strategy is reminiscent of Microsoft’s is definitely worth your time. We wrote two pre-launch stories: Twilio Shakes Up the Cloud Call Center World with Flex and The Twilio / Amazon ‘Stack’ Will Dominate the Next Call Center Era which, I’m proud to say, held up pretty well. Twilio made a big splash with their “programmable contact center platform” called Flex. ![]() It was an easy battle to understand, in part because the parallels with battles in other areas of enterprise software. Recent announcements from Twilio, Vonage and Amazon are worth a closer look because I think they outline an important shift in the industry.įor the last decade, the dominant tension in the call center world has been between the “old way”: buying equipment via up-front payment plus maintenance contracts and the “new way”: buying a cloud service via monthly subscription. ![]() It’s been an action-packed few weeks in the contact center industry. Significantly boosted CSat while reducing abandon rates Scheduled Call-Backs Let your customers decide when to receive a call-back from you.Fonolo API Offer call-backs at any stage in your customer’s journey.Web Call-Backs Offer customized call-backs to customers on web, and mobile.Voice Call-Backs Smooth out call spikes, lower abandon rates, and improve the customer experience. ![]()
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