Managed Services Engineer - AWS / UC & WAN at Digital Island
Real User
Top 5
2024-10-21T07:30:00Z
Oct 21, 2024
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.
I have integrated the tool with ServiceNow, Salesforce, and Zendesk. I would rate Amazon Connect as nine out of ten. It's really good and stable within our company's structure. We can provide excellent customer and agent support and effectively interact with them.
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.
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 software embedded in Amazon Connect with a custom control panel to manage customer interactions. Amazon Connect has been a topic of discussion only for the past four to five years. When I started working with the tool, there were limited resources. We often requested that AWS raise the limits. Now, Amazon has extended the basic limit to facilitate all businesses. I will recommend the product to someone with an on-premise contact center. It has many advantages. If we work on the cloud, we can run the business 24/7, even if there are any natural calamities or disasters in other parts of the world. Overall, I rate the product 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.
Amazon Connect, or AWS Connect, is a cloud-based contact center solution from Amazon Web Services. The platform stands out for its scalable cloud infrastructure that adjusts to fluctuating demand, eliminating the need to maintain physical hardware. Amazon Connect was developed to give Amazon customers personal, dynamic, and natural experiences. As their team said, "We couldn’t find one that met our needs, so we built it." They made this solution available for all businesses, and today,...
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.
I have integrated the tool with ServiceNow, Salesforce, and Zendesk. I would rate Amazon Connect as nine out of ten. It's really good and stable within our company's structure. We can provide excellent customer and agent support and effectively interact with them.
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.
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.
Overall, I would rate the solution a nine out of ten.
We use software embedded in Amazon Connect with a custom control panel to manage customer interactions. Amazon Connect has been a topic of discussion only for the past four to five years. When I started working with the tool, there were limited resources. We often requested that AWS raise the limits. Now, Amazon has extended the basic limit to facilitate all businesses. I will recommend the product to someone with an on-premise contact center. It has many advantages. If we work on the cloud, we can run the business 24/7, even if there are any natural calamities or disasters in other parts of the world. Overall, I rate the product 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.