Should we build our own contact centre? While many emerging platforms encourage a 'DIY' contact centre approach, these come with some potential pitfalls. In this article, Gavin Metcalfe shares his experiences and expert opinion on the topic.
AWS commissioned Forrester Research consulting to conduct a Total Economic Impactâ„¢ (TEI) study and examine the potential return on investment (ROI) enterprises may realize by deploying Amazon Connect in their contact centers.