A worker at a cell center in South Africa last July. Photo by Bloomberg
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Enterprise COVID-19 Cloud

Sales of Amazon Call Center Service Increased 150% in 2020

Photo: A worker at a cell center in South Africa last July. Photo by Bloomberg

A few years ago, Amazon released a cloud service that used some of the same software smarts behind Alexa—its voice assistant—to automate customer service call centers for other companies. Amazon’s senior leaders were so bullish on the service, called Amazon Connect, that they made an internal forecast that it could reach $1 billion in annual sales within five years, or by March 2022, according to a person who heard the figure discussed.

While it could be challenging to meet that goal, the company's cloud unit, Amazon Web Services, could pull it off by the end of 2022 if Connect continues its sales growth rate from last year. That's because Connect sales grew about 150% to roughly $175 million in 2020 compared to 2019, according to a person with direct knowledge of the numbers.

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