After carving out a niche in the retail industry, Amazon is poised to occupy the call center industry. This is undoubtedly a huge threat to companies in this industry, as Amazon is known for its ability to assess the target market and come up with innovative solutions that are armed to pivot competitors. Founded in 1994 by Jeff Bezos in Seattle, Washington, Amazon is a leading e-commerce and cloud computing company. The main factor that sets this organization apart from its competitors is how strategically it has acquired a large share of the international retail market. If you look at the brand logo, you can see that there is a smiley face pointer pointing from A to Z. This logo means that Amazon is happy to provide you with everything you need from A to Z. Amazon It is one of the big beneficiaries of the Internet business boom and will soon revolutionize the call center industry.
Cloud-based tools
The multinational company is reportedly developing a cloud-based tool that can be sold to commercial organizations. This tool can be used by companies to manage customer support and provide dynamic assistance to customers. Amazon’s digital support tool is anticipated to answer customer inquiries via phone calls and text messages. Now this is a big threat for call center outsourcing service providers as this technology will eliminate the need for call center outsourcing services. Apart from this, this technology will drastically affect employment in the outsourcing industry as digital assistance and chatbots will reduce the need for labor human resources. Amazon is bringing the Lex chatbot to life along with a text-to-speech program, Polly, and this will undoubtedly revolutionize the domain of business process outsourcing.
Amazon’s debut in the call center industry is certainly a threat to outsourcing service providers. However, most of the domain giants are already preparing to meet this challenge. A combination of new-age technology and a prolific customer engagement model can surely salvage customer service businesses that may be dwindling due to Amazon’s cloud-based tools. According to experts, the business tycoon’s presence in the call center industry may be groundbreaking and may set a new standard for service quality. Digitally managed call centers can change the face of the customer service industry and will help businesses tremendously. In any case, human efficiency in meeting customer needs should not be neglected, as human contact is an intrinsic part of the customer service domain.