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 is a cloud-based contact center solution known for easy setup, flexible contact flow design, and integration with AWS services. It features a pay-as-you-go pricing model, offering real-time analytics, scalability, and support for both chat and voice interactions.

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Amazon Connect is the #1 ranked solution in top Contact Center Platforms and top Contact Center as a Service (CCaaS) solutions. PeerSpot users give Amazon Connect an average rating of 8.4 out of 10. 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 62% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a computer software company, accounting for 19% 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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Praveen Minumula

CEO and Founder at Arystech

If you compare it to pre-packaged contact center solutions from companies like Genesys or Avaya, those have a more robust UI out of the box. With Amazon Connect, it's an open platform. You can integrate it with whatever you want. So, the features might seem limited initially, but the capabilities are vast due to the open platform, APIs, etc. For a company with technical resources, it's a great tool. But for someone who wants a pre-packaged solution where everything is ready to use with some customization, it's a little more challenging. Getting information about the system might require multiple steps for agent supervisors.

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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 February 2025, the mindshare of Amazon Connect in the Contact Center Platforms category stands at 27.3%, up from 26.9% compared to the previous year, according to calculations based on PeerSpot user engagement data.

Contact Center Platforms

PeerAnalyst reports

Type	Title	Date
Category	Contact Center Platforms	Feb 1, 2025	Download
Product	Reviews, tips, and advice from real users	Feb 1, 2025	Download
Comparison	Amazon Connect vs Five9	Feb 1, 2025	Download
Comparison	Amazon Connect vs Genesys Cloud CX	Feb 1, 2025	Download
Comparison	Amazon Connect vs TalkDesk	Feb 1, 2025	Download

Title	Rating	Mindshare	Recommending
Genesys Cloud CX	4.4	23.8%	100%	12 interviews Add to research
Five9	4.3	16.1%	100%	20 interviews Add to research

Valuable Features

Amazon Connect's most valuable features include integration with AWS services, ease of use, and pay-as-you-go pricing. Its drag-and-drop setup, omnichannel communication, and fast bandwidth enhance contact center operations. Features like call routing, voicemail, Lex-powered chatbots, and real-time analytics improve efficiency. Cloud-based operation eliminates maintenance costs while allowing global access. Its scalability, reliability, and customizable interfaces simplify onboarding and training. These features ensure adaptability for tech-savvy and traditional users alike.

"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 needs improvement in pricing for low data use, integration complexity with CRM systems, and global multi-tenant support. Enhancement in Workforce Management features, scalability, and SIP integration is required. Users have emphasized the need for better outbound calling options, improved dashboards, and expanding native channel support. There are challenges with security, call quality, and response times. Additional outbound and customization options, improved global instance support, and streamlined system integration would greatly enhance operations.

"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

Enterprise users find Amazon Connect's pricing attractive due to its pay-as-you-go model, enhancing affordability and flexibility without agent licenses. Customers highlight its cost efficiency compared to on-premise solutions and other competitors like Cisco. Usage-specific costs, such as $0.18 per minute for incoming calls, are mentioned, but transparency in billing complexity is crucial. High-level adoption relies on call volume and integration type. Despite its complexity, the scalable solution is considered reasonable compared to other cloud options.

"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

Companies primarily utilize Amazon Connect as a cloud-based contact center platform, replacing traditional on-premise systems. It supports call routing, IVR creation, and integration with CRM platforms like Salesforce. Organizations benefit from Amazon Connect's capabilities, such as AI-driven call handling, softphones, bot automation, and the ability to customize contact center operations. It is also used for migrating legacy contact centers to the cloud, enhancing customer service, and managing communications efficiently without infrastructure burdens.

Service and Support

Amazon Connect customer service and support receive positive feedback for resolving issues quickly and providing certified service. The support team's responsiveness varies, with faster assistance for those with Business or AWS Premium Support plans. Some users experience challenges with non-dedicated specialists, leading to delays. Availability through multiple channels such as web, phone, and email is appreciated. While generally effective, response quality can fluctuate depending on team changes or shared responsibilities with other AWS services.

Deployment

Amazon Connect's initial setup is generally straightforward and user-friendly. Experienced individuals can complete deployment in about a week, with smaller setups taking just a day. Complex integrations may require additional expertise. Early challenges included a lack of cloud automation and some were addressed with extensive documentation and frequent feature updates. Customization capabilities are available through APIs, allowing adaptation to specific needs. Even large-scale setups with numerous agents are manageable within a week.

Scalability

Amazon Connect is praised for its easy scalability, accommodating thousands of users with consistent performance. Users appreciate its automatic scaling features during high traffic and the ability to adjust agent numbers efficiently, benefiting both large and small contact centers. While initial costs can be higher, long-term savings are possible. It's widely used globally, managing multiple contact centers and supporting flexible scaling based on requirements, earning high ratings for adaptability and efficiency.

Stability

Amazon Connect exhibits high stability, frequently rated between eight to ten. Users find it reliable, with minimal outages and minor issues typically related to server infrastructure, not the platform itself. Regular updates and active scaling enhance its robustness. Over several years, users report few significant disruptions, reinforcing Connect's reputation for reliability within AWS. Critical contact centers experience high availability through features like cross-region operations and global resiliency.

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

Download our Amazon Connect Buyer's Guide for additional reliable information.

Review data by company size

By reviewers

By visitors reading reviews

Top industries

By visitors reading reviews

Computer Software Company

19%

Financial Services Firm

Government

Insurance Company

Manufacturing Company

Healthcare Company

Outsourcing Company

Educational Organization

Real Estate/Law Firm

Comms Service Provider

Retailer

University

Media Company

Legal Firm

Energy/Utilities Company

Hospitality Company

Recreational Facilities/Services Company

Non Profit

Wholesaler/Distributor

Logistics Company

Pharma/Biotech Company

Transportation Company

Construction Company

Aerospace/Defense Firm

Performing Arts

Consumer Goods Company

Security Firm

Compare Amazon Connect with alternative products

Learn more about Amazon Connect

Amazon Connect facilitates seamless communication by integrating with CRM platforms like Salesforce and ServiceNow. It supports functionalities such as softphones, IVR systems, and AI-driven capabilities like sentiment analysis. Companies transitioning from traditional systems benefit from flexible call routing, customer interaction management, and AWS service integration. However, there are challenges like complex integration processes, limited outbound features, and a need for improved call quality and reporting customization.

What are the most important features of Amazon Connect?

Flexible Contact Flow: Easy drag-and-drop design for contact flows.
Integration: Seamless AWS and CRM platform integration.
Scalability: Efficient cloud-based scalability options.
Real-time Analytics: Offers insightful data analysis and metrics.
Voicemail Integration: Effective and efficient voicemail solutions.

What benefits should users look for in Amazon Connect reviews?

Pricing Flexibility: No upfront costs with pay-as-you-go model.
Enhanced Efficiency: Supports diverse communication methods.
Seamless Operations: Simplified operations through drag-and-drop actions.
Improved Interaction Management: AI-driven features for sentiment analysis.

Amazon Connect sees implementation across industries needing efficient cloud-based contact center management. Financial services, healthcare, and retail sectors utilize its integration capabilities with CRM systems and AWS for streamlined communication processes, capitalizing on AI and analytics features to enhance customer interactions.

Amazon Connect was previously known as AWS Connect.

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.