Stubbing this blog post here for later use no doubt 🙂
I think the AWS Connect service is under utilised and needs to be better understood by the Enterprise.
Even AWS think so, as the last Sydney Summit had at its core the Customer Experience model. The blog post is found here:
One of the interesting parts to this is not a technical issue, rather organisational change related:
“Because Amazon Connect is made available with no hardware or proprietary software to manage, it is vital to prepare your team and directly address their concerns about changing work assignments and the possibility of job loss. Form a cloud team, and work with them to promote the project internally, while building their knowledge as the project progresses. Consider training all cloud team members on Amazon Connect as well as the core AWS services for data management and reporting that are available. “
Message to the Enterprise: Train people!