Last week, Amazon announced the release of Connect, their cloud-based contact center solution that lives in the growing AWS (Amazon Web Services) suite of business products. Amazon Connect is taking what they have built and use themselves "to power millions of customer conversations" and making it available to anyone operating a contact center.
Amazon has the potential to disrupt a number of players and entire industries. Think about how many hosting businesses died as AWS entered the market with a cheaper and more scalable solution that was backed with the Amazon name. Amazon also has the patience to wait years before making money, patiently waiting as they grab market share and watch competitors die. It's still too early to know if the contact center technology industry will go the way of the hosting industry, but there are a few players that I think should be on high alert.