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Amazon Connect pros and cons

Vendor: Amazon Web Services (AWS)

4.1 out of 5

17 reviews
100% willing to recommend

Pros & Cons summary

Amazon Connect integrates with AWS services like Lambda and Amazon Polly, supporting external tools like Twilio and Cisco dialers. Workforce Management aids efficient agent scheduling. Its pay-as-you-go model and quick setup reduces costs by 50%. While beneficial, small data volumes may lead to high costs and network issues can disrupt connectivity. Reliance on AWS services and potential security concerns are drawbacks, with challenges in time-out and bandwidth needing attention.

Buyer's Guide

Get pricing advice, tips, use cases and valuable features from real users of this product.

Prominent pros & cons

PROS

Amazon Connect handles customer service interactions and facilitates communication within clients' internal networks efficiently.

Workforce Management features in Amazon Connect provide robust tools for agent scheduling and status tracking.

Amazon Connect offers a convenient pay-as-you-go model which eliminates the need for upfront capital expenditures.

Integration abilities with AWS services and third-party tools like Amazon Polly and Twilio enhance Amazon Connect's functionality.

Cloud-based features in Amazon Connect reduce overall migration costs by approximately 50%.

CONS

Amazon Connect has a complex cost structure that can be challenging for smaller data volumes.

Smaller organizations might find standalone products like Success KPI WFM or Genesys WFM more cost-effective without the need for additional AWS services.

The pay-for-call pricing model can lead to unexpected expenses for companies with fluctuating call volumes.

There are potential security concerns with data stored in the cloud, which may not match the safety of traditional server setups.

Amazon Connect's bandwidth capacity requires improvement, particularly with Lambda integrations causing potential timeouts.

Amazon Connect Pros review quotes

Praveen Minumula

CEO and Founder at Arystech

Apr 3, 2024

There are a lot of features with Amazon Connect. One is the pay-as-you-go model. I don't have to buy any infrastructure or servers, licenses, or contracts. From a financial point of view, there's no upfront capital expenditure (capex) cost. Everything is pay-as-you-go.

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Venkata Maniteja Alapati

Senior Director of Product Management at Sprinklr

Apr 4, 2024

What I like most is how well it integrates with other AWS services, the ease of implementation, and the robust partner network that supports it.

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Professional Freelancer at Open for all

Apr 1, 2024

Amazon recently launched a new service within Amazon Connect called Workforce Management (WFM). Only a few companies like NICE and Genesys offer comparable WFM solutions. Amazon Connect's WFM features are robust, allowing for agent scheduling, tracking their status (on call, on leave, on break, etc.).

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Assistant Consultant at Tata Consultancy

Apr 2, 2024

There is no technical experience needed to build it. It's easy for beginners to understand and use.

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UCCE Tech at Cisco on Avacend Payroll

Apr 3, 2024

In my experience, one of the tool's most valuable features is its ease of use. Setting up a contact center can be done in just a few minutes with a few clicks. This contrasts with the hours or days it might take using other solutions.

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Syed Abid Jafery

Managed Services Engineer - AWS / UC & WAN at Digital Island

Oct 21, 2024

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.

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Rajni Kumar Jha

Senior Software Engineer at JPMorgan Chase & Co.

Apr 3, 2024

It is easy for a beginner to learn to use Amazon Connect for the first time.

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Rodrigo Bassani

Head Of Technology at Elogroup

Mar 19, 2024

We utilize Amazon Connect to handle customer service interactions, particularly in projects where we provide professional services. For example, when developing an application, we typically set up EC2 instances on AWS. Then, to facilitate communication within our clients' internal networks, we establish connections through Amazon Connect.

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RS

Service Deliery Manager at a comms service provider with 201-500 employees

Apr 12, 2024

Amazon Connect is really simple, straightforward, and very flexible.

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Deepanshu Tiwari

Analyst - Avaya and Amazon Connect Engineer at HCLTech

Apr 3, 2024

The best thing about Amazon Connect is that it has everything we need in one place. With other products, we might have to get different tools for different jobs, like recording calls. However, with the tool, it's all there together. Plus, it's cheaper than other options.

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Amazon Connect Cons review quotes

Praveen Minumula

CEO and Founder at Arystech

Apr 3, 2024

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.

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Venkata Maniteja Alapati

Senior Director of Product Management at Sprinklr

Apr 4, 2024

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.

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Professional Freelancer at Open for all

Apr 1, 2024

Smaller organizations might prefer standalone products like Success KPI WFM or Genesys WFM. Adopting Amazon Connect necessitates using other AWS services, which could lead to higher-than-expected costs. So, the potential for unknowingly increased costs is a con.

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814,763 professionals have used our research since 2012.

Assistant Consultant at Tata Consultancy

Apr 2, 2024

Due to network issues, the agent desktop might be affected. If the firewall blocks the agent's desktop, connectivity might be disrupted.

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UCCE Tech at Cisco on Avacend Payroll

Apr 3, 2024

Amazon Connect could enhance its service by revising its pricing structure. It operates on a pay-for-call basis. This means that organizations whose call volumes fluctuate, or are heavy at specific times of the day or year, aren't burdened with fixed costs such as hardware liabilities and licenses.

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Syed Abid Jafery

Managed Services Engineer - AWS / UC & WAN at Digital Island

Oct 21, 2024

I would like to see a cold transfer capability instead of only offering a warm transfer.

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Rajni Kumar Jha

Senior Software Engineer at JPMorgan Chase & Co.

Apr 3, 2024

Amazon recently released a new feature called 'Customer Profiles.' It's intended to be similar to Salesforce. However, feature-wise, it isn't equivalent to Salesforce yet.

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Rodrigo Bassani

Head Of Technology at Elogroup

Mar 19, 2024

One area for improvement with Amazon Connect lies in the cost structure, particularly for use cases involving smaller data volumes. While it's simple to establish communication channels, the pricing model may result in higher costs for such scenarios. This presents a challenge that organizations may encounter, especially if they aim to optimize efficiency while managing smaller data transfers.

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RS

Service Deliery Manager at a comms service provider with 201-500 employees

Apr 12, 2024

For enterprises to get maximum use, we often need a dialer system. or example – you have a list of people to call, you load it, and the system automatically dials and connects you without having to manually dial each number. That's the kind of automated outbound dialing feature.

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Deepanshu Tiwari

Analyst - Avaya and Amazon Connect Engineer at HCLTech

Apr 3, 2024

There may be room for security improvement, especially since data is stored in the cloud. While cloud security measures are robust, there may be concerns about data safety compared to traditional server setups.

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Show 7 more reviews (out of 17)

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Product Categories

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Contact Center Platforms

Contact Center as a Service (CCaaS)

Popular Comparisons

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Genesys Cloud CX vs Amazon Connect

NICE CXone vs Amazon Connect

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