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Gaurav Ranjan - PeerSpot reviewer
Tech Consultant at Tecnomic
Real User
Top 10
A cloud-based solution that helps to build contact centers
Pros and Cons
  • "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."

What is our primary use case?

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

What is most valuable?

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.

What needs improvement?

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. 

For how long have I used the solution?

I have been using the product for three years.

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What do I think about the stability of the solution?

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.

What do I think about the scalability of the solution?

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.

How are customer service and support?

The solution's support is very good at helping.  

How would you rate customer service and support?

Positive

How was the initial setup?

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

What's my experience with pricing, setup cost, and licensing?

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.

What other advice do I have?

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.

Disclosure: My company has a business relationship with this vendor other than being a customer:
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Updated: November 2024
Buyer's Guide
Download our free Amazon Connect Report and get advice and tips from experienced pros sharing their opinions.