AMAZON CONNECT TECHNICAL OVERVIEW

ZOOM's WFO suite integrates seamlessly with Amazon Connect to retrieve voice interactions and contact center metadata to drive insights into the customer experience. 

ZOOM retrieves recorded calls from S3 storage and presents them within our conversation application along with other omnichannel data, CRM data, contact center data and virtually any other data source in your organization.

To learn more, check out this short demonstration:

HOW IT WORKS:

ZOOM connects directly to Amazon Connect's S3 storage using secure APIs to download call metadata and voice recordings. 

A single installation of ZOOM allows for multi-channel input of calls, emails, text, web chat or other interaction types in an easy to utilize application for contact centers. 

Learn more about Amazon Connect here: Learn More
 On Premise:
  • Perpetual or subscription billing model
  • Customer provides environment, standard ZOOM install
  • Same functionality as cloud usage model
  • Open APIs for integrations & archival
AWS CLOUD
  • Tiered “Pay Per Minute” model - billed by monthly recording minutes
  • Available in ZOOM cloud only- operated and managed by ZOOM
  • Includes on premise features
  • Open APIs for integrations & archival
Use Cases

Contact centers looking for infrastructure cost savings are able to move all their WFO applications to the cloud. 

Contact centers in need of additional throughput for seasonal surges.

Contact centers looking to consolidate their applications to a single cloud environment. 
ZOOM + AMAZON CONNECT DEPLOYMENT DETAILS
  • ZOOM for Amazon Connect is available in the regions Amazon Connect is available. 
  • ZOOM for Amazon Connect installations are available globally as an on premise installation. 
* All On Premise installations of ZOOM software should be sized and approved by a ZOOM sales engineer as there are many factors to consider when designing a hardware and network solution.
Inputs include (but are not limited to):
  • Business Days/Hours
  • Calls Per day
  • Length of Calls / % Recorded
  • Archival Periods
  • Number of Data Centers / DR / High availability
  • ZOOM products purchased
ZOOM will design a solution designed for those specific customer needs:
Let’s get started with ZOOM Solutions! Schedule a demo