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As you know, Linke has made an important commitment to Amazon Connect, the contact center service with which Amazon Web Services (AWS) offers organisations a powerful omnichannel, cloud-based solution to digitise customer relations. It now has five new features that make it a truly differentiating option compared to traditional approaches and that will improve agent productivity and offer a more personalised and satisfactory experience to customers.

In this post we take a closer look at each of the solution's new capabilities and how to leverage them for maximum performance and integration. 

If you’ve following our blog, we are sure you already know the experience of continuous digital transformation of Madrileña Red de Gas (MRG), which has relied on the public cloud platform of Amazon Web Services (AWS) and Linke as a technology partner to carry out two strategic projects for its business: on the one hand, the migration of its data center to the cloud in 2018 and, on the other, the digitization of its customer experience in 2020, moving from an outsourced call center model to a cloud-native solution, Amazon Connect.

Before the pandemic, cloud computing model was already experiencing significant growth, but the coronavirus crisis has finally positioned cloud services, providers and integrators and companies’ IT organisations as high-value elements for achieving resilience and guaranteeing business continuity.

This is one of the conclusions of the recent report about cloud services in Spain, by the market research firm Penteo, whose experts predict that the adoption of this technology will accelerate over the next five years. 

Companies that have already moved to the cloud want to achieve the full benefits of cloud computing, which is not possible without an understanding of costs that can only be achieved through the application of standardised processes and best practices known as FinOps. Linke has always considered it an area that those moving to the cloud should be aware of.

Last week, SAP made headlines with the announcement of 'RISE with SAP', a strong commitment by the company to innovate by opening a new scenario for its customers to address business transformation as a service. Without a doubt, this is a new twist that includes all the necessary components to make a complete change in their business processes, in line with the current challenges of organisations. But innovation implies many changes that we at Linke, as a benchmark in cloud and SAP environments, have analysed.

Today, with cloud computing becoming the basis for driving digital transformation and present in most organisations, the natural next step is to integrate corporate business processes as natively as possible with cloud services to get the most out of the union of both environments.