Managed Services Engineer - AWS / UC & WAN at Digital Island
Real User
Top 5
2024-10-21T07:30:00Z
Oct 21, 2024
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.
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.
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.
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 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.
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.
The product does not have any reporting dashboards. The vendor has released a dashboard feature in the latest release, but it is not a full-fledged dashboard. Since we migrated contact centers, we have had many phone calls with customers. We need some dashboards to manage and analyze the data. It will help agents or supervisors to track everything.
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.
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,...
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.
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.
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.
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 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.
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.
The product does not have any reporting dashboards. The vendor has released a dashboard feature in the latest release, but it is not a full-fledged dashboard. Since we migrated contact centers, we have had many phone calls with customers. We need some dashboards to manage and analyze the data. It will help agents or supervisors to track everything.
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.