Amazon Connect
Amazon Connect is an easy to use omnichannel cloud contact center that helps companies provide superior customer service at a lower cost. Over 10 years ago, Amazon’s retail business needed a contact center that would give our customers personal, dynamic, and natural experiences. We couldn’t find one that met our needs, so we built it. We've now made this available for all businesses, and today thousands of companies ranging from 10 to tens of thousands of agents use Amazon Connect to serve millions of customers daily. Designed from the ground up to be omnichannel, Amazon Connect provides a seamless experience across voice and chat for your customers and agents. This includes one set of tools for skills-based routing, powerful real-time and historical analytics, and easy-to-use intuitive management tools – all with pay-as-you-go pricing, which means Amazon Connect simplifies contact center operations, improves agent efficiency, and lowers costs. You can set up a contact center in minutes that can scale to support millions of customers.
Average Rating: 4.4/5.0
Total Reviews: 84
How Do G2 Users Rate Amazon Connect?
- Personalization: 8.3/10 (Category avg: 9.0/10)
- Natural Language Understanding (NLU): 8.3/10 (Category avg: 9.0/10)
- Route To Human: 10.0/10 (Category avg: 8.8/10)
- Has the product been a good partner in doing business?: 9.1/10 (Category avg: 9.2/10)
Who Is the Company Behind Amazon Connect?
- Seller: Amazon Web Services (AWS)
- Year Founded: 2006
- HQ Location: Seattle, WA
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LinkedIn® Page: www.linkedin.com
148,266 employees on LinkedIn® - Ownership: NASDAQ: AMZN
- Total Revenue (USD mm): $177,866
Who Uses This Product?
- Top Industries: Computer Software, Information Technology and Services
- Company Size: 49% Medium, 31% Large
What Do G2 Reviewers Say About Amazon Connect?
AI-generated summary from verified user reviews
Pros
- Users value the ease of use in Amazon Connect, benefiting from seamless implementation and efficient reporting tools.
- Users commend the efficiency of Amazon Connect, highlighting its easy setup and smooth integration with tools like Zendesk.
- Users value the flexibility and scalability of Amazon Connect, enabling seamless customization for cloud contact centers.
- Users appreciate the easy setup of Amazon Connect, making integration and customization straightforward for their needs.
- Users value the ease of use and comprehensive features of Amazon Connect, enhancing tracking and integration capabilities.
Cons
- Users find that the complex setup and management can hinder usability, particularly for teams lacking AWS expertise.
- Users find the initial setup complex, particularly if lacking AWS experience, making management challenging.
- Users find the difficult setup challenging, particularly lacking support for teams unfamiliar with AWS configurations.
- Users find improvements needed in Amazon Connect's integration and documentation for better functionality and usability.
- Users find the initial setup complex, requiring significant tweaking and expertise, especially for those unfamiliar with AWS.
What Are Recent G2 Reviews of Amazon Connect?
"Scalable Pay-as-You-Go Call Center with Seamless Integrations"
Rating: 5.0/5.0 stars
— Jenom N.
"Scalable, Intuitive Omnichannel Contact Center with Powerful AI Integrations"
Rating: 4.5/5.0 stars
— Atharva P.

