Category Whitepapers and Guides
John Ing, ECS CX Product leader, provides his synopsis of AWS re:Invent 2019.
“If you are only dipping your toe in the cloud, chances are you will be left behind…”
A key theme running through Andy Jassy’s session at re:Invent was how AWS is making it as easy as possible for organisations to move to the cloud and leverage significant benefits and results. He argued that organisations that were only dipping their toes in the cloud and moving just a few EC2 instances and databases will probably be left behind by those that have already dived in.
It was interesting to hear from a number of AWS customers taking part in the keynote session who reinforced the benefits of cloud transformation. For example, Goldman Sachs shared the progress it is making following the success of its online savings account, Marcus, and hinted at several new, disruptive cloud-based banking products.
Talking of products, one new announcement from AWS that caught my eye was Fraud Detector. It uses machine learning combined with extensive fraud detection expertise from AWS and Amazon.com to help organisations identify online scams such as payment fraud and the creation of fake accounts.
From a CX perspective, it was great to see Amazon Connect – one of the fastest growing AWS services ever – mentioned during the keynote. The announcement of Contact Lens for Amazon Connect was a particular highlight. Its ability to transcribe contact centre calls to create a fully searchable archive and reveal valuable customer insights will deliver a step change for contact centre managers everywhere.
Throughout the week I had the opportunity to dig deeper into many of the CX and End User Computing capabilities and listen first hand to organisations that have built and deployed various services. The insights you gain from these sessions are invaluable.
Key takeaways for me are: