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Amazon Connect pros and cons

Vendor: Amazon Web Services (AWS)
4.2 out of 5
Badge Ranked 1
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Pros & Cons summary

Amazon Connect offers workforce management features like agent scheduling and integrates with AWS services such as Lambda and tools like Amazon Polly. It cuts migration costs by 50%, benefiting from a pay-as-you-go model. Integration with third-party services extends functionality, but pricing can be high for small data volumes. Additional AWS services may increase costs. Challenges include call volume pricing and security concerns. Users require improved holiday scheduling, call quality, and bandwidth for Lambda functions.

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Prominent pros & cons

PROS

Amazon Connect handles customer service interactions effectively, especially for internal communication in client projects.
Workforce Management feature allows robust agent management capabilities such as scheduling and tracking different statuses like on-call or on leave.
A substantial 50% cost reduction in migration is achievable with Amazon Connect, which also combines all necessary functionalities in one platform.
Amazon Connect allows extensive integration capabilities, enhancing customer understanding and access to features, benefiting from its non-standalone nature that integrates well with other cloud platforms.
The pay-as-you-go model in Amazon Connect eliminates the need for upfront capital expenditure, offering financial flexibility without the need to purchase infrastructure upfront.

CONS

The cost structure of Amazon Connect may lead to increased expenses for organizations with smaller data volumes.
Smaller organizations may find standalone products more cost-effective due to Amazon Connect's reliance on additional AWS services, potentially inflating costs.
Future versions could improve by addressing security concerns related to cloud-stored data.
There is a lack of specific features such as holiday scheduling, requiring users to depend on Lambda functions for complex scheduling needs.
Essential reporting features are missing in Amazon Connect compared to competitors like Genesys, affecting comprehensive reporting capabilities.
 

Amazon Connect Pros review quotes

Praveen Minumula - PeerSpot reviewer
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 - PeerSpot reviewer
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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Ashish Lata - PeerSpot reviewer
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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Amazon Connect
November 2024
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Nizamuddeen TZ - PeerSpot reviewer
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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Kuldip Das - PeerSpot reviewer
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 - PeerSpot reviewer
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 - PeerSpot reviewer
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 - PeerSpot reviewer
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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reviewer851175 - PeerSpot reviewer
Apr 12, 2024
Amazon Connect is really simple, straightforward, and very flexible.
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Deepanshu Tiwari - PeerSpot reviewer
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 - PeerSpot reviewer
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 - PeerSpot reviewer
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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Ashish Lata - PeerSpot reviewer
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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Buyer's Guide
Amazon Connect
November 2024
Free Report: Amazon Connect Reviews and More
Learn what your peers think about Amazon Connect. Get advice and tips from experienced pros sharing their opinions. Updated: November 2024.
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816,406 professionals have used our research since 2012.
Nizamuddeen TZ - PeerSpot reviewer
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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Kuldip Das - PeerSpot reviewer
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 - PeerSpot reviewer
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 - PeerSpot reviewer
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 - PeerSpot reviewer
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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reviewer851175 - PeerSpot reviewer
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 - PeerSpot reviewer
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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