Exploring the benefits of Connect
You will notice, in the introduction, that I used the term business drivers and not technology drivers. This nomenclature is an important distinction. Individuals outside of technology don't care all that much about how things work. They don't care that new technology is driven by serverless technology or uses object storage. Those items might be great from a technology perspective, but it isn't going to light a fire under someone like cutting call duration by a minute per call would. Those minutes of employee time add up quickly and end up being significant savings.
Think for a minute about a situation where you could save a minute per call that ended up reducing just one employee on the call center staff. That would mean that there is one less of the following to worry about:
- A salary
- A set of benefits
- A desk that needs to be occupied
- A person to train and onboard
- An annual review that needs to be completed
- A computer, phone, and headset
The list doesn't stop there; I'm sure that I forgot some essential expenses. You should be able to see that there is a significant impact possible with Connect, even with something as seemingly insignificant as a minute of call savings. Now that we have covered why the why is such an essential part of your project plan, let's discuss the benefits of Amazon Connect.