Learn which Amazon Web Services offering enables companies to consolidate call centers and enhance customer voice and chat interactions with agents. Prepare for the AWS Certified Cloud Practitioner CLF-C02 exam.
Table of Contents
Question
A company wants to consolidate its call centers to improve the customer voice and chat experience with call center agents.
Which AWS service or tool will meet these requirements?
A. Amazon Simple Notification Service (Amazon SNS)
B. AWS Support Center
C. Amazon Cognito
D. Amazon Connect
Answer
D. Amazon Connect
Explanation
Amazon Connect is a cloud-based contact center service that makes it easy for companies to consolidate their call centers and improve the customer experience across voice and chat interactions.
Key features and benefits of Amazon Connect include:
- Omnichannel routing to enable a unified experience across voice and chat
- Real-time and historical analytics and reporting
- Integration with other AWS services like Amazon Lex for intelligent chatbots
- Pay-as-you-go pricing with no upfront costs or long-term commitments
- Easy, self-service configuration to set up contact flows, queues, and agents
The other options are incorrect because:
A. Amazon SNS is a pub/sub messaging service for application-to-application communication, not a contact center solution.
B. AWS Support Center provides technical support for AWS services, but is not a tool for companies to run their own customer contact centers.
C. Amazon Cognito handles user authentication and authorization for web and mobile apps, unrelated to contact centers and agent interactions.
Therefore, Amazon Connect is the AWS service that directly meets the company’s requirements to consolidate call centers and improve customer voice and chat experiences with agents.
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