The city wants a cloud-based contact center so 311 callers can reach agents without buying on-premises phone switches. Which AWS service provides that capability?
Select an answer to reveal the explanation.
Short Explanation
Amazon Connect is the call center in the cloud — agents take 311 calls without a closet full of PBX gear. Chime is more meeting/collaboration oriented, SES is email, and Direct Connect is a private network pipe, not a phone queue.
Full Explanation
Amazon Connect is AWS’s cloud contact center service for omnichannel customer engagement, commonly used for municipal 311-style voice support. It removes the need to operate traditional on-premises telephony hardware for agent queues. Chime focuses on meetings and communications SDKs, SES sends email, and Direct Connect provides dedicated network connectivity — different problems.