Amazon Connect Reviews

Name: Amazon Connect
Brand: Amazon Web Services (AWS)
Rating: 4 (16 reviews)

4.1 out of 5

16 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. 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 22% 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 September 2024, the mindshare of Amazon Connect in the Contact Center Platforms category stands at 28.0%, down from 30.2% compared to the previous year, according to calculations based on PeerSpot user engagement data.

Contact Center Platforms

Key learnings from peers

Last updated Jul 14, 2024

Valuable Features

Amazon Connect's most valuable features include the ability to establish private network communications, call diversion to agents, voicemail integration, ease of use, scalability, reliability, pay-as-you-go model, cost-effectiveness, fast setup, and broad integration capabilities with other AWS services. It offers omnichannel support, real-time analytics, AI call analysis, and flexibility in call routing and customization. Integration with other AWS services, ease of implementation, and low learning curve are also highly regarded.

"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."
"The solution is easy to use and has no downtime. 99.9 percent of customers are happy with AWS cloud services. It is also easy to learn, but you need to practice daily."

Room for Improvement

Amazon Connect requires improvements in cost structure, particularly for smaller data volumes. Enhancements in Workforce Management capabilities and integration processes with other systems like CRM are necessary. Security features could be bolstered, especially due to cloud-based data storage. More intuitive agent desktop customization and multi-channel support are needed. Native SIP integration and better scalability, especially for outbound features, would benefit users. Call quality and bandwidth issues need addressing, along with more robust global architecture support.

"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."
"The tool needs to improve its bandwidth. When multiple users use Lambda functions, there can be timeouts from the Lambda function due to coding constraints. If it times out, the Lambda function fails and switches to an alternative branch. Improving bandwidth could address this issue."

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 uses a pay-as-you-go pricing approach based on usage and capabilities. Key pricing factors include:

Per minute fees for inbound, outbound, and campaign voice calls
Data transfer fees per GB within AWS or external networks
Optional dedicated instances for high volume needs
Phone number fees per number provisioned
Add-on costs for advanced features like chat, messaging, and AI-powered bots

Rates vary for components like voice minutes, data transfer, and phone numbers based on regions, call types, and number types. Dedicated instances offer tiered hourly pricing.

Overall, Amazon Connect provides flexible scaling and only charges for what you use. Usage costs, specialized configurations, and additional capabilities determine total monthly fees. The pay-as-you-go model allows businesses to align spending with customer demand and expand features as needed.

More info can be found on the Amazon Connect website.

"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. Companies use it for call routing, IVR setups, and integrating CRM platforms like Salesforce. It facilitates communication in call centers, replacing physical hardware with cloud solutions, including softphones for calls. Additionally, it supports features like AI-driven sentiment analysis, customized dashboards, and chatbot interactions for handling repetitive inquiries. It is also used for migrating legacy contact centers to the cloud and supporting backup systems.

Service and Support

Customer service and support for Amazon Connect are praised for being quick, helpful, and skilled at resolving issues. Certified assistance and ticketing options are beneficial. The availability of Business Support improves the response time, but support generally depends on specific cases. Some have experienced delays without a dedicated account executive. Amazon’s team considers feedback for feature enhancements, offering alternative solutions where needed.

Deployment

Amazon Connect's initial setup is easy, typically manageable within a week or even a day for simpler configurations. Deployment often involves collaboration between the network team and AWS experts. While beginners find it straightforward, manual configuration may be needed due to limited cloud automation. Small setups are quick, but larger deployments or those requiring extensive back-end integrations and customizations may add complexity. Frequent feature updates require users to stay current with advancements.

Scalability

Users describe Amazon Connect as highly scalable. They appreciate the ease of adding or removing agents and automatic scaling based on traffic, with some users reaching thousands. Initial costs might be higher, but they witness savings with increased usage. Organizations benefit from global adaptability and effortless handling of seasonal demand changes. Users mention that they can easily manage user counts without worrying about licensing, highlighting adaptability from small teams to large enterprises.

Stability

Amazon Connect is highly stable, with users rating it 8 or 9 out of 10. It operates on a user-based system ensuring 99.99% uptime. Any issues are typically related to network or infrastructure rather than defects in Amazon Connect itself. Users report minimal outages, often attributable to external factors. Its recent updates, like Workforce Management, enhance its reliability. Many users have experienced few, if any, disruptions over multiple years.

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

22%

Government

Manufacturing Company

Insurance Company

Financial Services Firm

Healthcare Company

Energy/Utilities Company

Real Estate/Law Firm

Legal Firm

University

Educational Organization

Hospitality Company

Outsourcing Company

Logistics Company

Comms Service Provider

Construction Company

Retailer

Recreational Facilities/Services Company

Non Profit

Performing Arts

Wholesaler/Distributor

Transportation Company

Media Company

Aerospace/Defense Firm

Pharma/Biotech Company

Recruiting/Hr Firm

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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.