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Did Amazon Just Help Microsoft Solve One of Their Biggest Challenges?

Amazon Connect and Dynamics 365

Microsoft and the contact centerit’s been an on-again, off-again relationship. While Microsoft has tried various strategies and tactics to grab a greater stake in the contact center world, it’s safe to say they haven’t exactly been an industry disrupter. Last year, Amazon entered the contact center market in a big way with Amazon Connect, and in doing so may have offered a way that helps Microsoft gain traction in the contact center.

Dynamics 365 continues to evolve and grow at a surprising rate. While no one claims the death of Salesforce is near, it’s clear that Microsoft is taking Dynamics 365 seriously, and with the most recent earnings report stating a nearly 70% increase in revenue for Dynamics 365, so is the market. One of the many new additions to Dynamics 365 is a rich set of APIs which has opened up an entirely new set of possibilities for extensibility into the platform that customers and 3rd parties have longed for.

Enter Amazon Connect Quick Start for Dynamics 365. While the two companies are bitter rivals in the cloud space, neither would state they compete in the contact center or CRM segment. With Amazon publishing a simple Quick Start built by Perficient that integrates the two platforms, customers of two of the fastest growing cloud services (Amazon Connect and Dynamics 365) can now easily leverage both products. 

If you are interested in learning more about our Amazon Connect practice, visit our web page here.  To talk with us about how we help companies get the most out of Amazon Connect, click here.



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Craig Reishus

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