This is a fantastic move for Amazon and I'll tell you why. The cost of long distance is nearing 0 and application providers are making bank. The pricing is also extremely disruptive. Most contact centers price minutes/DIDs just like Amazon but ALSO charge a per-agent per-month fee. [1]

All of the contact center solutions mentioned so far were customers of mine at MagicJack. We did wholesale long distance for them. The one trend in the industry is that long-distance continues to fall fast, but the pricing of telecom-related apps stayed the same.

Since I am no longer under NDA, the average cost of long distance (US Domestic) at MagicJack when I left in 2013 was $0.0017/minute!!

For those saying contact centers won't move over because the investment - I will tell you that we lost and gained 1,000 agent operations over 10% cost savings every single month.

[1] - http://blog.kunnect.com/2014/10/how-much-does-cloud-based-ca...