AWS has announced Amazon Connect, a self-service contact center solution based on the same cloud technology used by Amazon customer service associates worldwide. It offers phone numbers throughout the U.S. and 18 countries in Europe. “The opportunity for cloud contact centers is significant,” said Rebecca Wettemann, VP of research at Nucleus Research. Customers are moving away from on-premises solutions “to cloud solutions that offer lower initial and ongoing costs, greater flexibility, and the ability to extend to remote agents seamlessly.”