CLF-C02 Cloud Technology and Services Practice Question
A company wants to set up a cloud-based customer service contact centre with an interactive voice response (IVR) system, agent call routing, and the ability to scale to thousands of agents without purchasing phone hardware or PBX equipment. Which AWS service provides this?
⚠ Common exam trap
Watch out — candidates often confuse Amazon Chime (a meeting/collaboration tool) with a contact center service, because both involve voice, but Chime lacks IVR, agent routing, and queue management that are core to Amazon Connect.
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Amazon Connect
Amazon Connect is a cloud-based contact center service that provides an interactive voice response (IVR) system, automatic call distribution (ACD) for agent routing, and the ability to scale to thousands of agents without requiring any physical phone hardware or PBX equipment. It is purpose-built for this exact use case, offering pay-as-you-go pricing and integration with AWS services like Lambda and Lex for custom IVR flows.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Amazon Chime
Why it's wrong here
Amazon Chime offers online meetings, video conferencing, chat, and internal phone dialing designed for organizational collaboration. Though it handles voice and video, it lacks the core contact center services: no IVR, no ACD/contact queueing for inbound customer traffic, no real-time or historical contact center metrics, no agent state management, and no omnichannel customer engagement across voice and chat at scale.
- ✓
Amazon Connect
Why this is correct
Amazon Connect is a cloud-native, pay-as-you-go contact center service with no upfront hardware or licensing costs. It provides IVR, visual contact flows, automatic call distribution to agent queues, skills-based routing, chat, a softphone agent desktop, and real-time and historical analytics, integrating with AWS Lambda, Amazon Lex, and CRM connectors to orchestrate complex customer journeys.
- ✗
Amazon SNS
Why it's wrong here
Amazon SNS is a fully managed pub/sub notification service that pushes messages to subscribers over HTTP/S, email, SMS, Lambda, or SQS. It is asynchronous and not telephony-aware; it does not provide interactive voice response, agent routing, contact flows, queues, or an agent desktop, so it cannot function as a contact center for customer voice calls.
- ✗
Amazon WorkMail
Why it's wrong here
Amazon WorkMail is a secure managed business email, calendar, and contact service compatible with Microsoft Outlook and other email clients. Its purpose is internal employee productivity and mailbox management, not customer-facing operations; it has no call control, IVR, call queues, agent assignment, or live chat routing, so it does not meet the need for a contact center.
Quick reference
Cloud Service Model Comparison
| Model | You Manage | Provider Manages | Examples |
|---|---|---|---|
| IaaS | OS, runtime, apps, data | Hardware, hypervisor, networking | EC2, Azure VMs, GCP Compute Engine |
| PaaS | Apps and data | OS, runtime, middleware, hardware | Elastic Beanstalk, Azure App Service |
| SaaS | Data and settings only | Everything else | Microsoft 365, Salesforce, Workday |
| FaaS / Serverless | Function code only | Infra, scaling, runtime | Lambda, Azure Functions, Cloud Run |
| CaaS | Containers and apps | Kubernetes, OS, hardware | EKS, AKS, GKE |
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JA
Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
This CLF-C02 practice question is part of Courseiva's free Amazon Web Services certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the CLF-C02 exam.