Mission Cloud Adds Amazon Connect Contact Center Services

Mission Cloud is now delivering Amazon Connect contact center services to its customers through an expanded relationship as an existing AWS Premier Tier Partner.

The new cloud-native Amazon Connect services will allow Mission customers to access broad contact center capabilities to boost their customer service communications across voice, chat, email, and text while gaining the security, reliability, and flexibility of the AWS cloud, according to Mission Cloud.

The addition of Amazon Connect services allows Mission, a cloud MSP, to broaden its existing suite of cloud services using Amazon’s AI-powered Connect platform. Amazon Connect is used by thousands of companies around the world as a scalable, omnichannel contact center platform on a pay-as-you-go basis to boost their customer service operations.

Jonathan LaCour, the chief technology officer at Mission Cloud, told ChannelE2E that the recently unveiled Amazon Connect services will be a major boon for Mission customers.

“By expanding our capabilities to include Amazon Connect, we are enhancing our ability to help customers improve and automate their contact centers,” said LaCour. Using Amazon Connect services, Mission customers will now be able to access comprehensive customer contact capabilities including assessment and planning, design and configuration, and testing and deployment, giving them improved communications with the companies that contract with them, he said.

Using Amazon Connect’s deep features and services, Mission customers will also be able to work with Mission’s AWS-certified architects who will be able to customize Amazon Connect to meet their specific needs, said LaCour. “This addition aligns with our focus on delivering AWS expertise and solutions that deliver measurable business outcomes.”

Mission’s Amazon Connect offerings to its customers include new AI-powered contact center capabilities such as chatbots for simple interactions; conversational interactive voice response (IVR) for improved voice navigation; virtual agents for 24/7 customer support; agent assist for real-time guidance; and comprehensive insights and analytics relating to system performance and usage.

With scalable Amazon Connect services, peak customer demands will be automatically served and resolved in real time by the system, according to Mission.

“There are clear industry trends toward cloud-based, omnichannel solutions that customers are responding to,” said LaCour. “Customers are seeking solutions that foster better customer experiences and reduce operational burdens. Mission is responding to customer demand for comprehensive guidance throughout the entire implementation process.”

Mission Cloud was acquired by CDW in December of 2024.

Scalability in Customer Service Is No Longer Optional, Says Analyst

Rob Enderle, founder and principal analyst with Enderle Group, told ChannelE2E that scalable customer contact center capabilities like these are important ingredients that many companies have lacked for a long time. “Who hasn’t been upset with long queues to get support help, or to just get hold a good information source during a remote purchase?” he said. 

On-demand AI-powered customer service improvements “will increase customer loyalty and satisfaction resulting in more positive support for the companies that deploy this technology,” said Enderle. “This will have a far greater positive impact on the companies that sell and deploy this technology than most realize.”

The Mission announcement of new services made Enderle think about Microsoft’s Windows 95 launch way back in 1995 and how it was crippled because Microsoft support was not adequately staffed at the time, he said. “Often, when companies bring out a new product or service, support lines spike in terms of traffic volume and the early adopters who are critical for eventual product support become disenchanted with the product or offering due to this poor support.”

That is where these new services from Mission and Amazon Connect could have helped back then had they been available, said Enderle. “This offering addresses this specific problem by allowing for nearly unlimited scaling of support when needed. Had Microsoft had this technology back in 1995, Windows 95 would have been massively more successful.”