Our call center on Amazon Connect's platform has the ability to scale up or down instantly based on the volume of calls, which is a game-changer for us. Regardless of the number of agents we have online, the AI system handles it without the need for hardware upgrades.
Unlike the "old school" call providers who used to charge per seat, Amazon Connect only charges for what we use. This billing model has significantly reduced our admin and overhead costs.
It connects seamlessly with other AWS services like S3 for call recordings, Lex for AI chatbots, and Kinesis for real-time data streaming. It is super easy to integrate with many external providers' platforms too, such as Deepgram, Salesforce, and more.
The Contact Flow Editor is one of our fun tools. You can play around with building simple to complex IVR flows using a visual drag-and-drop interface, which greatly increases live deployment to the call center. Review collected by and hosted on G2.com.
The user interface and stats hub sometimes feel a bit pre-modern when compared to modern SaaS competitors like Retell AI.
Mastering the the basic tools seems easy, but implementing advanced features often requires a deeper understanding of the inter-connected AWS Connect ecosystem, especially the Lambda functions.
Since it is fully web-based, the quality of calls is largely depends on a very good internet connectivity. Once in a while, we can confirm to have experienced dropped calls during peak times.
For AWS Support, the new AI-based system has really slowed down the response times for us but that's not much of a worry because we are now used to the platform. Review collected by and hosted on G2.com.
