After creating a niche in the retail industry, Amazon is all set to occupy the call center industry. This is certainly a big threat for the businesses in this industry, as Amazon is known for its capability of assessing the target market and coming up with groundbreaking solutions that are armed to swing competitors. Founded in the year 1994 by Jeff Bezos in Seattle, Washington, Amazon is a leading E-commerce and cloud computing company. The main factor that distinguishes this organization from its competitors is how it has strategically acquired a huge share of the international retail market. If you assess the brand’s logo then you can see there is a smiley shaped pointer that points from A to Z. This logo signifies that Amazon is happy to serve you with anything and everything you need, from A to Z. Amazon is one amongst the biggest beneficiaries of the internet business boom and will soon revolutionize the call center industry.
According to reports, the multinational enterprise is developing a cloud-based tool that can be sold to commercial organizations. This tool can be used by enterprises for managing customer care and for providing customers dynamic assistance. It is anticipated that Amazon’s digital assistance tool will answer customer’s queries via phone call as well as text messages. Now, this is a big threat for call center outsourcing service providers, as this technology will abolish 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 human work resources. Amazon is bringing chatbot Lex along with a text-to-speech program, Polly to life and this will certainly revolutionize the business process outsourcing domain.
Amazon’s debut in the call center industry is certainly a threat to outsourcing service providers. However, most giants in the domain are already making preparations to deal with this challenge. A concoction of new age technology and prolific client engagement model can surely save customer service businesses that may dwindle due to Amazon’s cloud-based tools. According to experts, the business magnate’s presence in the call center industry can be trailblazing and it may set a new standard for service quality. Digitally administered call centers can change the façade of the customer service industry and will immensely help businesses. In any case, human efficiency in catering to customer’s needs shouldn’t be neglected, as human touch is an intrinsic part of the customer service domain.