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
The city that wants a cloud-based contact center so 311 callers can reach agents without buying on-premises phone switches should use Amazon Connect. Connect provides a cloud contact center for voice and related customer-engagement channels, with flows, agent workspaces, and integrations—letting municipalities stand up civic call handling without a closet full of legacy PBX hardware.
Amazon Chime SDK focuses on embedding meetings/messaging/video capabilities into custom applications; it is not the primary identify answer for a full cloud contact center replacing phone switches for 311. Amazon SES sends email and has no voice contact-center queue. AWS Direct Connect is a private network circuit to AWS, not a call-center platform. Connectivity and collaboration tools are not Connect.
Exam caveat: Connect = cloud contact center; Chime/Chime SDK = meetings/communications embedding; SES = email; Pinpoint = engagement campaigns. Phone-agent 311 without PBX → Connect.
Operational check for 311: design contact flows for common intents, integrate identity and ticketing backends, staff agent hierarchies with proper hours-of-operation, enable call recording per policy and retention law, monitor average wait times during storms, and run failover/drill procedures so a regional issue does not leave residents without a reachable civic phone path.