Amazon Connect Reviews

Name: Amazon Connect
Brand: Amazon Web Services (AWS)
Rating: 4.2 (18 reviews)

4.2 out of 5

18 reviews
100% willing to recommend

What is Amazon Connect?

Amazon Connect, or AWS Connect, is a cloud-based contact center solution from Amazon Web Services. The platform stands out for its scalable cloud infrastructure that adjusts to fluctuating demand, eliminating the need to maintain physical hardware. Amazon Connect was developed to give Amazon customers personal, dynamic, and natural experiences. As their team said, "We couldn’t find one that met our needs, so we built it." They made this solution available for all businesses, and today, companies ranging from 10 to tens of thousands of agents use Amazon Connect to serve millions of customers daily.

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Amazon Connect is the #1 ranked solution in top Contact Center Platforms and #2 ranked solution in top Contact Center as a Service (CCaaS) solutions. PeerSpot users give Amazon Connect an average rating of 8.4 out of 10. Based on the analysis of the 18 most recent Amazon Connect reviews, the overall sentiment is positive, with a sentiment score of 8.3. (Among the highest in the category). Amazon Connect is most commonly compared to Genesys Cloud CX: Amazon Connect vs Genesys Cloud CX. Amazon Connect is popular among the large enterprise segment, accounting for 66% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a computer software company, accounting for 20% of all views.

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Featured reviews

Rajni Kumar Jha

Senior Software Engineer at JPMorgan Chase & Co.

My recommendation depends on your exact requirements. It involves the following aspects: * What's the size of your operation? * What specific purposes do you have in mind? * Could you elaborate on how you intend to use it? For example, if I have a call center with 30 people, and I primarily want to use it for call center operations. I wouldn't recommend Avaya or Cisco. I'd suggest considering either Amazon Connect or Salesforce Service Cloud (voice services). For Amazon Connect, I'd rate it a seven out of ten. There are a few features they still need to improve, particularly with Customer Profiles and case management. If these features become as robust as Salesforce, then Amazon Connect could be a complete contact center solution without the need to integrate third-party CRM tools like Salesforce.

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Venkata Maniteja Alapati

Senior Director of Product Management at Sprinklr

There are quite a few areas, even though the platform is new and user-friendly. Here's what could be improved: * Agent Desktop: Amazon Connect should enhance its native agent desktop. Intuitive UI should be present for the agent desktop. Currently, it forces users to rely on third-party CRM integrations. Predominantly, there is no support for full-fledged customization for the native agent desktop. More customization options for the native desktop would be beneficial. * Channel Support: The platform was designed primarily for voice and chat. It relies heavily on third-party integrations (not native to AWS) like Lambda or Kinesis for additional functionality. The user ends up using multiple AWS resources, which end up adding costs and a lot of tech that needs to be known for basic usage as well. And there is no multiple-channel support. When I say the channels, it's only voice and chat, but no WhatsApp or other native channels, like Facebook or Twitter; it needs another integration to integrate with Amazon Connect. Native support for channels like WhatsApp or Facebook would streamline things. * AI Features: The built-in AI language models are somewhat limited. While some languages are supported, highly customized prompts or AI versions aren't available without extensive feature requests and wait times. * Outbound Campaigns: Outbound campaign features are still basic. More integrations for data sources, lead management, segmentation, and support across different regions would address regulatory needs and improve functionality. * Reporting & Conversations: Amazon Connect has recently added conversation analysis and Contact Lens support. However, historically, third-party tools have provided more insights, especially when looking for quick insights or any sort of customization. The native solution doesn't give any predefined templates or reusable pieces, which can actually have a lot of customization potential for reporting. They give very basic stuff with no way to plot or integrate reporting with external data. Ultimately, these things have to be developed separately. * Global Architecture: There is no global support. One instance usually doesn't talk with another instance; it has to be integrated and use a PSTN pull. There could be a global customer, but an Amazon Connect solution would force everything into one instance, maybe in US East, or maybe in Europe. If you wanted a multi-tenant setup, with calls routed from different locations and agents placed globally, that kind of support is something they don't have yet. Given the capabilities of AWS networking, they should build this out. Native support for multi-tenant global architectures would be helpful for businesses operating across locations. * SIP Support: The lack of native SIP (Session Initiation Protocol) integration is a major drawback. It forces users to purchase or port numbers to Amazon. Native SIP integration is missing, though there are some beta workarounds. However, it's been years without official support. That's a major drawback, as a lot of use cases are dependent on SIP. * Generative AI: Amazon Connect's reliance on Amazon Q and Amazon Bedrock for knowledge bases limits options. Any knowledge base that customers want to use has to be integrated through Amazon Q or Amazon Bedrocka. There's no support for OpenAI or other external language models (LMs). If a customer wants to use their own LMs, they have to bring them to Amazon's native LM space first. These are some of the key areas where I see room for improvement in Amazon Connect.

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Nizamuddeen TZ

Assistant Consultant at Tata Consultancy

Everything is fine. We haven't encountered any issues. However, due to network issues, the agent desktop might be affected. If the firewall blocks the agent's desktop, connectivity might be disrupted. It is essential to ensure a robust network setup. Amazon Connect operates on a user-based system, guaranteeing a 99.99% uptime. Users will receive all calls and can make outbound calls as needed. However, there are no profit margins associated with this feature. If there are system issues, they will be addressed promptly. Our clients successfully use the platform without any disruptions, thanks to its active scaling capabilities. The system is designed to handle high loads without hanging, providing a seamless experience for users.

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Amazon Connect mindshare

Product category:

As of November 2024, the mindshare of Amazon Connect in the Contact Center Platforms category stands at 28.7%, down from 29.0% compared to the previous year, according to calculations based on PeerSpot user engagement data.

Contact Center Platforms

Key learnings from peers

Last updated Nov 18, 2024

Valuable Features

Amazon Connect's most valuable features include private network communication, call flow design, voicemail integration, ease of use, scalability, and pay-as-you-go model. It seamlessly integrates with other AWS services, supports omnichannel interactions, and provides robust analytics through Connect Lens. It features an easy-to-use drag-and-drop interface, natural language processing via Amazon Lex, and real-time analytics, benefiting contact centers in efficiency and customer experience while reducing operating costs.

"Amazon Connect enhances customer experience by reducing operating costs due to its cloud-based pay-as-you-go model."
"The Connect Lens feature most improves contact center efficiency by providing insights into customer journeys, behavior, and sentiment scores, allowing for areas of improvement to be identified and addressed."
"The features I found most valuable include CloudFormation, which helps use multiple stacks to deploy the services and features we want, and CloudWatch, which is useful for troubleshooting and monitoring various aspects of the contact center solution."

Room for Improvement

Amazon Connect's pricing structure and call volume handling need refinement, especially for smaller users. Workforce Management and global SIP support require enhancements. Integration with CRM systems could be simplified. Improvements in security, reporting capabilities, native multi-channel support, UI, and generative AI integration are needed. Scalability and bandwidth need attention, particularly with Lambda functions. Enhancements in outbound dialing features and call quality, including monitoring, are important for user satisfaction.

"However, issues that involve other AWS services sometimes delay resolution."
"Future improvements could include support for email as a channel."
"I would like to see a cold transfer capability instead of only offering a warm transfer."

ROI

Users report that Amazon Connect reduced costs and improved efficiency. Many noted shorter call times and better agent productivity. Implementation time was brief, and it scaled easily with demand. Investment return was positively marked by increased customer satisfaction and operational savings. Enhanced tracking and reporting capabilities also contributed to higher revenue.

Pricing

Amazon Connect offers a pay-as-you-go pricing model, which many enterprises find cost-effective and flexible. Compared to other solutions like Cisco, it's typically more affordable, especially for simpler use cases. While installation is seamless due to its cloud-based nature, actual costs depend on usage, integrations, and implementation. With no agent licenses and straightforward scalability, Amazon Connect is appealing, though complex integrations may lead to higher costs. Enterprises appreciate its competitive pricing among cloud providers.

"The solution is neither very expensive nor very cheap."
"The tool's licensing model is pay-as-you-go."
"I would rate the pricing a nine out of ten, with ten being the most affordable."

Popular Use Cases

Amazon Connect is primarily used for cloud-based contact centers, replacing traditional hardware with softphones and automating repetitive tasks with bots. It integrates with CRM platforms and AWS services, enables the creation of IVR call flows, and supports inbound and outbound marketing operations. Many organizations migrate their legacy contact centers to Amazon Connect, leveraging its customizable dashboards, AI capabilities, and third-party communication integrations like Salesforce and WhatsApp.

Service and Support

Amazon Connect support is generally responsive, with ticket and chat options under various plans. Users have mixed experiences; some note quick issue resolution, while others encounter delays. Support teams are helpful, offering guidance and adding feedback to feature lists. Users appreciate Business Support for faster responses. Complex issues may require coordination with internal teams. Reports include variations in service quality, and some experience extended resolution times, often depending on incident priority.

Deployment

Amazon Connect's initial setup is typically easy for experienced teams, allowing deployment within a week. Experienced users find it straightforward with good documentation and APIs, making customization possible. For small setups, the process is simple, but larger migrations or integrations may require additional configuration and expertise in AWS services. Despite being manageable with manual adjustments, it benefits from AWS's frequent feature updates, enhancing capabilities over time and easing adoption.

Scalability

Amazon Connect demonstrates strong scalability, handling both small and high-volume environments worldwide. Users commend its ability to automatically adjust based on traffic, supporting thousands of agents efficiently. Initial costs can be higher, but long-term savings are noted as usage increases. Organizations can easily add or remove users, efficiently managing contacts without technical intervention. The system provides seamless scaling for seasonal demands and multi-regional operations, earning consistent high ratings for flexibility and efficiency.

Stability

Amazon Connect is highly stable, receiving ratings between eight and ten. Users rarely face issues, mostly due to external factors like network or infrastructure. Amazon's regular updates and high uptime ensure reliability. It operates seamlessly even under high loads without requiring frequent troubleshooting. With few outages in years, its multi-region deployment enhances availability, making it superior compared to other services. Minimal bugs and issue resolution contribute to its stability.

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

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Review data by company size

By reviewers

By visitors reading reviews

Top industries

By visitors reading reviews

Computer Software Company

20%

Government

Financial Services Firm

Manufacturing Company

Insurance Company

Healthcare Company

Educational Organization

Real Estate/Law Firm

Outsourcing Company

University

Energy/Utilities Company

Legal Firm

Retailer

Comms Service Provider

Hospitality Company

Media Company

Recreational Facilities/Services Company

Wholesaler/Distributor

Non Profit

Construction Company

Logistics Company

Transportation Company

Pharma/Biotech Company

Aerospace/Defense Firm

Consumer Goods Company

Performing Arts

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Learn more about Amazon Connect

Designed from the ground up to be omnichannel, Amazon Connect provides a seamless experience across voice and chat for your customers and agents. This includes one set of tools for skills-based routing, powerful real-time and historical analytics, and easy-to-use intuitive management tools – all with pay-as-you-go pricing. Unique interaction-based pricing allows cost-effective scaling, significantly benefiting growing SMBs. And built-in AI/ML capabilities fuel features like chatbots, predictive routing, and interactive voice response to optimize customer and agent interactions.

Amazon Connect's cloud-native and scalable infrastructure benefits IT professionals, who often grapple with the challenges of fluctuating call volumes and the maintenance of physical infrastructure. The infrastructure ensures robust scalability and reliability, allowing businesses to adjust their operations seamlessly with demand changes. Amazon Connect also simplifies deployment with an intuitive interface and seamless integration with applications like CRM software and workforce management tools. This creates a unified ecosystem to enhance customer insights, agent productivity, and omnichannel engagement.

Overall, Amazon Connect removes the complexity of managing on-premises systems while providing advanced automation, analytics, and omnichannel capabilities. This enables organizations to deliver personalized, efficient customer experiences across channels in a scalable, cost-effective way.

Amazon Connect was previously known as AWS Connect.

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Amazon Connect customers

Capital One, Intuit, Adobe, Siemens, LegalZoom, DXC technology, Rackspace, Bellhop, American Preparatory Academy, The University of Texas at Dallas, University of Auckland, Origin Energy, and others.