Amazon Connect Reviews

Amazon Connect is a contact center solution we use for our support services. It allows us to better serve our customers.

It's been really useful for customer support operations. We have used a traditional telephone system before, so this is much better. No complaints.

It was surprisingly easy to integrate Amazon Connect with our existing IT systems. We've connected it with a lot of other AWS solutions.

I like the call flow functionality. It lets us easily decide how to route calls, which is extremely helpful. 

There's a basic support function when it comes to real-time analytics features. They also recently launched an AI feature that automatically analyzes calls.

So, the analytics functions help with decision-making. It helps us with staffing to know how to best support our customers.

When it comes to the flexibility and customization options in Amazon Connect, I would rate it a ten out of ten.

I would like to add more outbound features. Right now, it's really strong with inbound but it could be better with outbound calls.

In future releases, I would like to see features related to outbound dialing. If they could add an automated outbound feature, similar to a predictive dialer, that would be really helpful.

We work with different Amazon products. We use CloudWatch for monitoring and rely heavily on the cloud right now. We have other teams working on functions with AWS Lambda.

So, I have been using Amazon Connect for five years now.  

I would rate the stability a ten out of ten. It is a stable product.

It is easy to scale. I would rate the scalability a ten out of ten. 

There are around 300 end users in my company. 

No complaints. The customer service and support are good. I am happy with the response time and quality of support. 

Positive

We used other systems before for outbound calls and telephony needs. Amazon Connect is really simple, straightforward, and very flexible. It has a real edge over competitors.

The initial setup is very simple. 

We deployed it ourselves. 

I would rate the pricing a nine out of ten, with ten being the most affordable.

The pricing is quite reasonable. Connect charges fairly per call.

Overall, I would rate the product a ten out of ten. I would definitely recommend it to other users. Because Amazon Connect is a robust telephony system, it handles incoming calls perfectly. 

However, for enterprises to get maximum use, we often need a dialer system. For 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. So, I'd like to see an automated outbound feature added to Amazon Connect.

We use the tool to build contact centers for the client. 

The product is cloud-based and easy to operate. We have a broad integration capability, allowing for a multitude of integrations. This gives our customers a good understanding of our product, even if they aren't actively utilizing it. They can easily access and utilize all the features that Amazon's cloud services offer, making integrating with other cloud platforms simpler. It's not a standalone solution, which is advantageous for our customers.

There are two perspectives to consider: one from the development side and the other from the customer's side. From a development standpoint, there are various aspects that Amazon needs to address, such as providing tools or direct development scenarios in Amazon Connect for building contact flows. Some essential reporting features in Genesys are currently lacking in the product. 

I have been using the product for three years.

The product is stable. Over the past three years, I've experienced no availability hiccups with it. It has consistently been operational 24/7 without any issues. Any challenges that arise are typically due to customer errors, vendor mistakes, or Amazon issues.

We've built numerous cards for clients, though I can't provide an exact count offhand. There's a significant shift towards transitioning from on-premise contact centers to cloud-based solutions, with Amazon Connect leading the charge in this direction.

The solution's support is very good at helping.  

Positive

The tool's deployment is easy. It is the solution's best part. 

I can't speak for the pricing of other contact center solutions, but in terms of Amazon Connect, compared to other AWS products, it's one of the more expensive options. However, the cost can be low if you have a smaller team of agents or receive fewer calls. Pricing is typically based on a per-user basis.

If you're using Amazon Connect for the first time, it's important to note that it's designed for companies rather than individual use. It provides a robust communication network connecting clients, agents, and employees. With Amazon Connect, there's no need for desk phones, no worries about managing physical phones, or no need to carry additional devices. All you need is a laptop. 

Amazon Connect is easy to use if you're a customer looking to make calls and view reports. However, it can be more complex if you're a developer aiming to develop additional features or customize the platform.

I would rate Amazon around a nine out of ten if we're specifically considering contact center solutions. It falls somewhere between eight to nine out of ten because it's user-friendly, manageable, and relatively easier to develop than other contact center platforms. Additionally, being cloud-based provides significant advantages over alternatives like Cisco, Genesys, or Avaya.