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Goodfellas to Good Partners – Contact Center as-a-Service

A genuine Contact Center as-a-Service has finally arrived in the form of Amazon Connect.  In the past, a typical contact center sale could be categorized as anything but as a “service”.  If you needed to reduce the number of agents because of the loss of a contract or add agents during a seasonal peak time, it was difficult to negotiate the commercial and hardware constraints.  The balance has finally swung in the customer’s favor with new features which include significant savings over traditional cost per agent models.  (more…)

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