Amazon Connect Reviews

Amazon Connect is used as a contact center solution. In previous generations of contact centers, we relied on on-premises devices, which meant building everything from the ground up and purchasing physical hardware. This was a tedious task.

However, it is the first solution on the market to enable contact centers to operate in the cloud, making it much easier. This allows administrators and developers to concentrate and focus more on building call flows rather than dealing with hardware issues.

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.

Amazon Connect is rated as easy to learn, particularly for individuals with varying technical skills. It is considered very easy for those familiar with modern technology, such as the Facebook generation or millennials. However, for individuals more accustomed to traditional desk phones, the learning curve might be slightly steeper, perhaps around a six or seven out of ten in terms of difficulty.

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.

At the same time, you can enjoy the broad infrastructure, albeit at a slightly higher price. However, compared to solutions like Cisco and Avaya, which entail a one-time hardware cost, Amazon Connect's ongoing operational costs may be higher.

Unlike other solutions, the solution charges per call, which typically does not charge in this manner. If your call volume is high, with thousands of calls daily, it may not be the most suitable solution for your needs.

Currently, Amazon Connect offers built-in features, but integrating it with other systems like CRM solutions may require developer skills, which can be complex. Simplifying the integration process, perhaps through user-friendly development tools, would greatly benefit users.

I have been using the product for the product for three years. 

Amazon Connect appears to be quite stable. Even if there are any issues, they are typically not bugs within the product itself but rather issues related to the servers or infrastructure in the background.

In traditional ones, you would end up doing a lot of troubleshooting. You can reboot the product since it is on the AWS server. It's very easy. You don't run into many issues. I didn't run into any buggy behavior or buggy issues. It works flawlessly.

The tool's usage in our company isn't extensive compared to our traditional flow. However, there's a growing adaptation to it. It's particularly beneficial for those who are new to the market.

In terms of users, I would estimate that at least 400 agents use it for one customer or company. Considering that each customer might have applied the solution in their environment, the user base would be 400. So, overall, it's not just a few individuals using it; the user count would likely be in the thousands.

The tool's support is good and helpful. 

Our company chose the product primarily because it fit our specific requirements well. We provided customers with multiple solutions, and Amazon Connect served as a good starter option. It aligned well with our need for something new while being cost-effective, especially since our call volume was relatively low.

Additionally, Amazon Connect offers the latest features, such as chatbots and seamless integration capabilities, which further contributed to our decision.

The tool's deployment is easy compared to the traditional setup.

I recommend understanding your requirements to assess if Amazon Connect suits your needs. Additionally, taking advantage of the trial period offered by Amazon Connect, typically around 30 days, would allow you to familiarize yourself with the product before fully implementing it in your environment. 

I rate the product a seven out of ten. It is not practical if your call volumes are high.

We use Amazon Connect to establish connections between our project and clients. This allows us to create a VPN for communication rather than using it daily. It's mainly utilized as needed for specific connections.

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.

The tool has simplified our contact center operations. It enables us to establish communication between our local data center and AWS services.

I believe one of the most valuable features of Amazon Connect is the ability to use a private network to establish communication. Instead of relying on the public internet, we can utilize a directed phone and address to create this connection. This helps set up a direct point-to-site connection. Additionally, the option to create a PC in AWS and connect it directly to our local data center has been incredibly beneficial. The bandwidth is faster; we can transfer large data volumes between the local data center and the AWS instance. 

Establishing communication through Amazon Connect was straightforward compared to alternative solutions that may require setting up VPNs with other tools.

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.

I rate the tool's stability a nine out of ten. 

While AWS Connect may not directly address scalability concerns, we've found ways to enhance scalability by configuring redundant connections and utilizing multiple direct connections. There may not be significant immediate benefits in terms of cost, as initial usage can incur higher spending. However, as scalability increases and larger data transfer volumes are required, there can be long-term cost savings. This suggests that while there may be higher costs initially, particularly for smaller data transfers, the overall cost can decrease as usage and data volumes grow.

I rate its scalability a nine out of ten. 

The solution's customer service is great. 

Positive

My experience with this type of solution began around 2016. At that time, cloud environments like AWS and Microsoft Azure were gaining immense traction among large enterprises. In my case, I primarily worked with AWS for these types of connections.

I didn't create any other VPN using AWS before that. Previously, I relied on Fortinet, which allowed me to create VPN routes. However, configuring such solutions involved setting up the tool, and configuring all the environments, and could take quite some time.

I rate the tool's deployment an eight to nine out of ten. An experienced person can complete it in one week. The product deployment typically involves collaboration between the network team responsible for managing connections between the local data center and AWS and an expert in AWS services.

I rate the tool's pricing an eight out of ten. 

I would recommend the tool for primarily for those already utilizing AWS as their cloud solution. However, for individuals or organizations using other cloud solutions like Azure or different providers, I would suggest exploring options to combine their current solutions with other tools. I rate it an eight out of ten. 

I am a managed services engineer for Amazon Connect. I handle deployment, configuration, and making changes, adding, or removing parts of the services for contact centers. We use it internally, however, as a reseller, the service provider I work for has multiple clients who use Amazon Connect for their contact center solution.

Amazon Connect has been really beneficial for scaling resources as needed. It allows organizations to only pay when they use it, which is also advantageous for us as a reseller. This scalability has been useful especially during varied demands, for instance, during COVID times. 

It can also handle a reduced number of users when not needed, which is very handy and cost-effective. Additionally, it has been really helpful for login behaviors and call recording. 

We use CloudWatch for troubleshooting, and we have a set template in our CloudFormation stack, which allows us to quickly build call flows for clients based on their options.

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. 

Another feature that significantly enhanced contact centers is the ability to handle both chats and voice contacts, which helps in routing to respective channels.

There has been a feature request to track call recordings for transferred calls from internal agents to external numbers. I also would like to see a cold transfer capability instead of only offering a warm transfer.

I have been working with this solution for about two and a half to three years.

I found Amazon Connect to be the most stable among cloud technologies. I would rate it ten because there has only been one issue with SAML authentication, which was related to our use of a single region without redundancy. Since then, we have implemented cross-region operations.

I would rate the scalability as nine out of ten since we have to consider other dependencies, such as MS Teams integration, EC2 usage, and certificate updates in the Amazon Connect panel along with the scalability.

AWS Premium Support has been very helpful. For urgent issues, they have been willing to get on phone calls or Chime meetings to assist. Their response to non-urgent issues is also prompt, usually providing resolutions within a few hours. 

All the support engineers have been polite, patient, and provided time to explain problems before offering solutions.

Positive

I have worked with traditional PBX and two other cloud environment phone solutions before using Amazon Connect. I find Amazon Connect terrific.

The initial setup was quite easy, rating it a ten. There is good documentation and handy tools available. We also received assistance from our DevOps and solutions team, which further facilitated a smooth deployment.

Our presale team and service delivery team work through the scope and requirements with customers. We involve our DevOps team and my managed services team to propose different features and solutions. Once finalized, we proceed with configuration and deployment, followed by UAT and customer training, before going live.

The pricing is rated ten due to its scalability and cost-effectiveness based on the level of usage. Several services are available to choose from, charging only when Lambda functions are triggered. The first question is scalability, and the cost-effectiveness is significant.

Having dealt with traditional PBX and alternative cloud phone solutions, I find Amazon Connect to be excellent. Its documentation for training, certification, and procedural guidance is extensive, making it a standout choice.

I'd rate the solution ten out of ten.

We use Amazon on the backend.

I can easily design a flow diagram with Amazon Connect. That is a very useful feature. In addition, Amazon Connect is easy to learn.

The scalability needs improvement.

There are always features that need improvement. For example, we have an application where we automatically store all of our records. But currently, it has a three or four step configuration in order to send the data recordings to a specific branch. However, it will first store it in Connect and will only then do the transfer. This is very complex.

I have been using Amazon Connect for three years. 

It is a stable solution. 

The scalability is an eight out of ten.

The initial setup is straightforward. The deployment takes six months. 

The pricing of the Amazon is reasonable compared to other cloud providers. 

Overall, I would rate the solution a nine out of ten. 

We use the product to create an IVR call flow. 

The tool's most valuable feature is its simplicity and ease of use. Unlike other cloud contact centers, Amazon Connect allows easy drag-and-drop actions. Additionally, it integrates with other AWS services like Lambda.

There is room for improvement in certain areas of Amazon Connect. For example, regarding holiday scheduling, the platform lacks a specific feature to declare holidays for companies on fixed dates. While basic hours and weekly schedules can be set, there's no option for declaring specific dates like national holidays. Basic scheduling options exist, but users must rely on Lambda functions for more complex rules and logic. 

There isn't a direct option for the voicemail feature in Amazon Connect. This could be an area for improvement. Unlike other contact centers where voicemail is easily accessible, this requires some workaround. Users need coding skills and additional configurations.

I prefer to maintain a basic IVR flow so I can easily contact anyone, especially with five family members. With Amazon Connect, I should be able to simplify this process. For instance, if I can't respond to their calls, I can create an instance or contact flow to inform them of the reason for my unavailability.

I have been using the product for two years. 

My company has around 50-60 users.

I haven't contacted the support team yet. 

The tool's installation and setup are easy to do. You can simply create an instance for your AWS account and begin using it.

Whether or not you should use the tool for the first time depends on your specific needs. If your requirements are basic, the solution is easy to use compared to other contact centers, and you can go ahead with it. However, if your needs are more complex, it might be worth researching other options to find the one that best suits your requirements.

Using the solution for the first time is easy for basic tasks. However, not all features are available, and users may need to research and explore online resources to gain a proper understanding. Based on my experience, I would rate Amazon Connect as a nine out of ten.

We use Amazon Connect as a contact center solution to facilitate communication between consumers and companies. For example, if a consumer encounters an issue with a product, they can contact the company's toll-free number, which connects them to agents trained to handle product-related issues.

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.

The tool is easy to use and allows for easy implementation of credential changes within the platform. AWS offers multiple services currently. For example, while AWS provides S3 buckets for storage, other tools may require setting up a separate database.

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.

I have been using the product for one and a half years.

In my experience of working with Amazon Connect for about one and a half years, I haven't encountered any significant bugs or stability issues. Being part of AWS, a reputable company, they have a proficient admin team ensuring reliability.

We have multiple projects running on it and it has around 1000 users.

If we encounter any issues or need help implementing something, we can raise a case with the AWS support team. They have a support team who can diagnose the issue and guide us on how to proceed. I am happy with them since they are quick. 

Our company chose the tool because it offers all the features we need in one place. Also, using a cloud-based solution helps us save money by needing fewer resources.

The tool's initial installation and setup were easy. The documentation provided on the Amazon website outlines the integration, deployment, and configuration processes.

For Amazon Connect, the more you use, the more we will gain. It is worth the money. 

First, you need to check if Amazon Connect is available in your area and if they provide support. Then, create instances, but note that they may not be available everywhere. Consider network connectivity and potential setup issues if instances aren't available in your location. Finally, billing details must be verified to understand the costs involved. To reduce your bill, consider the services you'll use with the product, such as EC2 for computing.

It's possible for a beginner to learn to use Amazon Connect for the first time. You can start working with around one month of practice, even without prior experience. I rate the product an eight out of ten.

We use the solution for call routing and internet calls in the call center.

Setting up a call center and onboarding agents is easy using Amazon Connect.

We have faced many challenges with the solution's call quality that could be improved. Sometimes, some features like monitoring are greyed out, and we can't access them. Sometimes, the CCP keypad in Amazon Connect does not work.

I have been using Amazon Connect for two and a half years.

Amazon Connect is a stable solution.

Amazon Connect is a scalable solution. Nearly 300 agents and eight developers used Amazon Connect in my previous company.

The solution’s initial setup is easy.

The solution is neither very expensive nor very cheap. Amazon Connect is worth the money.

I would recommend the solution to other users. All companies on the AWS cloud use Amazon Connect, and some companies are migrating from other products to Amazon Connect.

We can integrate Amazon Connect with other AWS services. It is easy for new users to learn to use Amazon Connect for the first time. Amazon Connect is easy to use and learn and provides good reporting.

Overall, I rate the solution a six out of ten.

I use it to create a dynamic contact center, integrating with Lex for NLP. This allows us to provide direct responses to prompts through the chatbot. We also utilize this data in interactive IVRs.

It integrates with major tools like Amazon Polly for text-to-speech and third-party services like Twilio and Cisco-based dialers. It’s highly compatible and easy to integrate. The UI is a key strength. It is simple to develop flow diagrams, and we can easily incorporate Lambda functions to create different functionalities using these integrations.

Previously, IVRs were based on key tones, like pressing a number to route to specific functions. Now, we can make it voice-based. Whatever prompts we provide will trigger the appropriate API and route to the correct destination.

If you want to check your bank balance, you can call customer care and say, "I want to know my bank balance." If we have integrated verification, it will verify you and then provide the details.

They are already working on features like Lambda integrations and addressing time-out issues. We've experienced very few errors in the contact center, and those are easy to replicate. Once developed, major functionalities can be easily imported and exported, making the system quite user-friendly.

I have been using Amazon Connect for four years.

The product is stable.

I rate the solution’s stability an eight-point five out of ten.

It is easy to scale. More than ten thousand people are using this solution.

We can easily scale down when needed. We can integrate all features and functionalities for large Amazon contact centers, accommodating more data from end users. For example, a large organization can create a hierarchy and manage everything under one roof with Amazon Connect. It's stable, scalable, and highly efficient.

I rate the solution's scalability an eight out of ten.

I interact with the Amazon support team regularly. Previously, the experience was good, but lately, the response hasn't been as helpful. This might be due to a team change or a reduction in resources. In the past, they provided solid support, but that's no longer the case.

Neutral

The initial setup is moderate. If you have the training experience, it will be easy to create one, but you will need some training if you don't.

You will need to do some training before you can use it.