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AWS Takes Aim at Call Center Industry

Alexa is coming to customer call centers.

Amazon Web Services is preparing to sell software to help companies manage their call centers, based on software Amazon developed for its retail call centers, according to a person who’s been briefed on the plans. The new services also incorporate Amazon’s Alexa virtual assistant to respond to questions from people on the phone, or sent via text, the person said.

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Earlier this month, AWS advertised for a principal product manager for a new undefined service, which appears to be the new call center software. The ad said: “We can’t talk about specifics just yet, but the things we are working on are in response to loud and clear feedback from customers about the daily pain points their workers deal with communicating with customers.”

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The new product represents one of the biggest steps AWS has taken into enterprise apps—and the first big showcase for Alexa in the enterprise market.