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What is Amazon Connect?

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Amazon Connect mindshare

Product category:
As of January 2025, the mindshare of Amazon Connect in the Contact Center Platforms category stands at 27.1%, down from 27.3% compared to the previous year, according to calculations based on PeerSpot user engagement data.
Contact Center Platforms

PeerAnalyst reports

TypeTitleDate
CategoryContact Center PlatformsJan 11, 2025Download
ProductReviews, tips, and advice from real usersJan 11, 2025Download
ComparisonAmazon Connect vs Genesys Cloud CXJan 11, 2025Download
ComparisonAmazon Connect vs Five9Jan 11, 2025Download
ComparisonAmazon Connect vs TalkDeskJan 11, 2025Download
Suggested products
TitleRatingMindshareRecommending
Genesys Cloud CX4.425.0%100%12 interviewsAdd to research
Five94.316.4%100%20 interviewsAdd to research
 
 
Key learnings from peers

Valuable Features

Room for Improvement

ROI

Pricing

Popular Use Cases

Service and Support

Deployment

Scalability

Stability

Review data by company size

By reviewers
By visitors reading reviews

Top industries

By visitors reading reviews
Computer Software Company
19%
Financial Services Firm
9%
Government
8%
Insurance Company
8%
Manufacturing Company
7%
Healthcare Company
5%
Educational Organization
4%
Outsourcing Company
4%
Real Estate/Law Firm
3%
Comms Service Provider
3%
Media Company
3%
Retailer
3%
Legal Firm
3%
University
3%
Energy/Utilities Company
3%
Recreational Facilities/Services Company
2%
Hospitality Company
2%
Wholesaler/Distributor
1%
Logistics Company
1%
Non Profit
1%
Performing Arts
1%
Pharma/Biotech Company
1%
Construction Company
1%
Transportation Company
1%
Aerospace/Defense Firm
1%
Consumer Goods Company
1%
Security Firm
1%

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Amazon Connect reviews

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Rajni Kumar Jha - PeerSpot user
Senior Software Engineer at JPMorgan Chase & Co.
Verified user of Amazon Connect
Apr 26, 2024
Offers good reliability, works well for hybrid environment, totally managed by Amazon but needs to integrate third-party CRM tools like Salesforce

Pros

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

Cons

"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. "
Venkata Maniteja Alapati - PeerSpot user
Senior Director of Product Management at Sprinklr
Verified user of Amazon Connect
Apr 29, 2024
Outbound features are great for our marketing and dealer teams and setup is fairly easy

Pros

"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. "

Cons

"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."
Find out what your peers are saying about Amazon Connect. Updated January 2025
830,574 professionals have used our research since 2012.
Nizamuddeen TZ - PeerSpot user
Assistant Consultant at Tata Consultancy
Verified user of Amazon Connect
Apr 24, 2024
A cloud-based patch service for call centers with hosting

Pros

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

Cons

"Due to network issues, the agent desktop might be affected. If the firewall blocks the agent's desktop, connectivity might be disrupted."
Praveen Minumula - PeerSpot user
CEO and Founder at Arystech
Verified user of Amazon Connect
Apr 26, 2024
Everything is pay-as-you-go, the speed of setup is impressive and out-of-the-box capabilities are easy to set up and use

Pros

"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."

Cons

"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. "
Kannan-M - PeerSpot user
Amazon connect/service cloud voice at Cognizant
Verified user of Amazon Connect
Jul 4, 2024
Has no downtime and supports third-party communications

Pros

"The solution is easy to use and has no downtime. 99.9 percent of customers are happy with AWS cloud services. It is also easy to learn, but you need to practice daily. "

Cons

"The tool needs to improve its bandwidth. When multiple users use Lambda functions, there can be timeouts from the Lambda function due to coding constraints. If it times out, the Lambda function fails and switches to an alternative branch. Improving bandwidth could address this issue. "
Ravishankar A - PeerSpot user
MC Delivery Analyst at Accenture
Verified user of Amazon Connect
Apr 13, 2024
Affordable, enables customization, and reduces the overall cost of migration

Pros

"The solution reduces the overall cost of migration by approximately 50%."

Cons

"The product does not have any reporting dashboards."
Ashish Lata - PeerSpot user
Professional Freelancer at Open for all
Verified user of Amazon Connect
Apr 24, 2024
Offers customized agent /supervisor dashboard, sentiment analysis and design Connect contact flows to answer common customer queries, reducing reliance on human agents

Pros

"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.)."

Cons

"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."
Syed Abid Jafery - PeerSpot user
Managed Services Engineer - AWS / UC & WAN at Digital Island
Verified user of Amazon Connect
Oct 30, 2024
Has good contact center efficiency with advanced troubleshooting and deployment features

Pros

"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. "

Cons

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