Voicemail solution overview
Amazon's solution offers a unique and completely serverless implementation of voicemail. The serverless aspect is an excellent advantage over other possible solutions on the market. Using a serverless model, you continue the model of not having to manage any servers for your call center.
In addition to being serverless, the solution offers other capabilities to increase ease of use. For instance, the solution uses Amazon Transcribe to transcribe voicemails and include the content in emails. Transcription of voicemails reduces employee overhead by removing the need to listen to long-winded or slow-speaking voicemail messages.
The voicemail solution is based on extensions that are assigned to your agents. This design doesn't seem to fit very well with a call center and sounds more like a conventional phone system. This assumption is correct. The best implementation for a full call center is callback, which would allow multiple agents to respond...
