The Future of Contact Centers and Solving Problems For Your Customers, Pasquale DeMaio, General Manager, AWS

Jul 13, 2020

How does innovation happen? And how do you disrupt an area of business that has been woefully left behind? Those are the questions that Pasquale DeMaio asks himself as the General Manager at AWS where his main focus is building and constantly improving Amazon Connect. The job is meaningful to Pasquale because it brings together many of his passions, including inventing, inspiring innovation, and helping customers solve problems. On this episode of Future of Tech, Pasquale dives into how his team decided to build Amazon Connect and then bring it to market as a disruptor in the contact center segment of the tech industry. He also predicts the future of the contact center, and emerging technology as a whole. He says that anyone working in the space needs to be thinking about innovative ways to make things more personal, dynamic, and interactive with a mix of both technology and a human workforce and you have to do so while maintaining a foundation of security, reliability, and scalability. It is only when those factors come together and we embrace a culture of experimentation that we’ll see true innovation and disruptive change. 

3 Takeaways:

• In the buy-vs-build decision, you must constantly check in with the market to see if anyone else has found a way to create something that you are trying to build internally. If not, and if your internal build works well enough, you should take advantage of the h opportunity to bring your solution to market 
• The customer service area of business has not been sufficiently disrupted yet and Amazon is creating the technology and platform that will make real change when it comes to how companies interact with customers
• Rather than overpromising and underdelivering when it comes to A.I. and ML, Amazon is innovating on and providing meaningful user experiences in which machine learning and A.I. can make the customer experience better

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