There is no doubt that Amazon Connect is on a trajectory to become a powerhouse in the contact center space. In true Amazon style, the product has been released in MVP (Minimum Viable Product) stages, which allows Amazon to test and learn while gathering customer feedback which then helps shape and drives the product backlog. After all, they are on a Mission to be Earth’s most customer-centric company.
Amazon Connect is 19 months old, having been released on 28th March 2017 (Amazon Release). In the last year, Amazon has been building and releasing functions that allow you to see how they are thinking about the product and the potential it has.