A company wants to set up cloud-based customer service centers.

Amazon Connect is the AWS cloud contact-center service intended for building customer service centers. It provides capabilities for voice, chat, tasks, routing, queues, agent access, contact flows, reporting, and integrations with other AWS services. A company can create a virtual contact-center instance, obtain or port telephone numbers, add agents, configure routing profiles, and define how contacts move through the customer experience. Therefore, option B is correct. Current AWS documentation may display the service within updated “Connect Customer” naming, while Amazon Connect remains the name used in this exam option. Amazon Athena is a serverless interactive query service used to analyze data with SQL, commonly against data stored in Amazon S3. AWS Direct Connect establishes dedicated network connectivity between a customer environment and AWS. AWS Enterprise Support is a support plan that provides technical guidance and support capabilities; it is not a platform for operating a customer contact center. The phrase “cloud-based customer service centers” directly maps to Amazon Connect’s fully managed contact-center functionality, which allows organizations to serve customers without deploying traditional on-premises contact-center infrastructure.