Chapter 1: Benefits of Amazon Connect

Now that you are getting started on your Amazon Connect journey, let's start by discussing its benefits. Remember, we don't want the rest of the company's stakeholders thinking that this project is the next shiny penny for IT. For that to happen, we need to discuss the benefits and how they might potentially impact your company.

To do that, we will cover the benefits, and then I will go through a couple of scenarios on how those benefits have played out for other companies. These scenarios will help you see the similarities and enable you to draw conclusions that apply to your own company. Once you have drawn your conclusions on how Connect will benefit your company, you will have the necessary information to establish your why. The why will be your critical business drivers that can be communicated to other corporate stakeholders.

In this chapter, we'll work through the following topics:

• Customer experience
• Reducing hard costs
• Reducing soft costs