Amazon Connect Reviews

Name: Amazon Connect
Brand: Amazon Web Services (AWS)
Rating: 4 (17 reviews)

4.1 out of 5

17 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 8.2 out of 10. Based on the analysis of the 17 most recent Amazon Connect reviews, the overall sentiment is positive, with a sentiment score of 8.3. (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 21% 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 Oct 31, 2024

Valuable Features

Amazon Connect's valuable features include private network communication, call diversion, scalability, and ease of setup and use. Users appreciate its integration with AWS services and pay-as-you-go model. The platform's drag-and-drop interface, voicemail integration, and AI analytics are favored. Users highlight the omnichannel capabilities, fast deployment, and seamless agent onboarding. It offers robust real-time analytics and customization, supporting efficient contact flow and decision-making. Customers value its comprehensive features without upfront costs.

"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."
"It integrates with major tools like Amazon Polly for text-to-speech and third-party services like Twilio and Cisco-based dialers."
"Setting up a call center and onboarding agents is easy using Amazon Connect."

Room for Improvement

Amazon Connect needs to enhance its pricing structure, integration simplicity, and native support for additional channels like WhatsApp and Facebook. Improvements in Workforce Management features, outbound capabilities, multi-tenant global architectures, and reporting are necessary. Users experience complexity in integration with CRM systems and face limitations in voice mail and SIP support. Issues with scalability, bandwidth, and call quality also need addressing, alongside enabling more intuitive native agent desktop and UI customization options.

"I would like to see a cold transfer capability instead of only offering a warm transfer."
"There are issues on features like Lambda integrations and time-out"
"We have faced many challenges with the solution's call quality that could be improved."

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, appealing for its scalability and flexibility. Customers are switching to it due to its affordability compared to alternatives like Cisco. The costs include $0.18 per minute for incoming calls. While perceived as more expensive within AWS products, it can be cheaper than on-premise solutions depending on use case complexity and integrations. Customers appreciate the cloud-based setup without software installation, yet emphasize careful planning to manage costs effectively.

"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 utilized as a cloud-based contact center platform. It facilitates connections between clients and project teams through IVR systems, handling inbound and outbound calls. By replacing traditional VoIP systems, it enables integration with CRM platforms like Salesforce and ServiceNow. Users develop custom call flows, utilize softphones, and employ AI-driven features such as bots for repetitive queries. It supports seamless migration from legacy systems, integrates with AWS services, and is employed for dynamic call routing.

Service and Support

Amazon Connect's customer service is frequently praised for being responsive and helpful. Users find their support team skilled in issue resolution, often offering prompt assistance through various channels. Some, however, highlight occasional delays unless additional support plans or account executives are involved. Business Support is recommended for faster solutions, especially for complex matters. While AWS Premium Support maintains a strong reputation, some users have noted recent declines in response quality and consistency. Overall, satisfaction remains generally high.

Deployment

Users describe Amazon Connect's setup as mostly straightforward with a need for manual configuration. Experienced teams complete it in a week. Challenges arise with large agent migrations or complex integrations, requiring deep AWS expertise and developer skills. Basic setup can be done in a day, using provided documentation and tools. Updates integrate new features easily. Assistance from network and solutions specialists enhances the deployment process. Technical training aids beginners in setup.

Scalability

Amazon Connect exhibits strong scalability, handling large user volumes seamlessly. Organizations can scale agent numbers, benefiting from automatic adjustments based on demand. AWS facilitates easy scalability, enabling user expansions without extra costs for high user counts. Many companies leverage this capability globally, accommodating thousands of users. Larger entities find it efficient for diverse regions, benefiting from flexible user management, while smaller teams appreciate the ease of adding seasonal staff. Users often rate its scalability highly.

Stability

Amazon Connect is highly stable, receiving ratings between eight and ten. Users report minimal disruptions and commend its reliability, benefiting from active scaling and frequent updates. Some note only minor issues related to network setups or infrastructure, not the platform itself. High availability is achieved with options like multi-region deployments and a 99.99% uptime guarantee. Its maturity and connection to AWS contribute to widespread user trust.

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

21%

Government

Financial Services Firm

Manufacturing Company

Insurance Company

Healthcare Company

Educational Organization

Real Estate/Law Firm

University

Outsourcing Company

Energy/Utilities Company

Hospitality Company

Legal Firm

Retailer

Comms Service Provider

Recreational Facilities/Services Company

Media Company

Non Profit

Construction Company

Logistics Company

Wholesaler/Distributor

Transportation Company

Pharma/Biotech Company

Aerospace/Defense Firm

Consumer Goods Company

Performing Arts

Compare Amazon Connect with alternative products

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.