Amazon Connect Reviews & Product Details


What is Amazon Connect?

Amazon Connect is a self-service, cloud-based contact center service that makes it easy for any business to deliver better customer service at lower cost. Amazon Connect is based on the same contact center technology used by Amazon customer service associates around the world to power millions of customer conversations. The self-service graphical interface in Amazon Connect makes it easy for non-technical users to design contact flows, manage agents, and track performance metrics – no specialized skills required. There are no up-front payments or long-term commitments and no infrastructure to manage with Amazon Connect; customers pay by the minute for Amazon Connect usage plus any associated telephony services.

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Amazon Connect Profile Details

Amazon Connect Profile Details

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Lisa Abbott

Website
aws.amazon.com
Related Links
Q&A
Languages Supported
Chinese, English, French, German, Japanese, Korean, Portuguese, Spanish
Vendor
AWS
Description
By giving customers more of what they want - low prices, vast selection, and convenience - Amazon continues to grow and evolve as a world-class e-commerce platform.
Company Website
Year Founded
2006
Total Revenue (USD mm)
177,866
HQ Location
Seattle, WA
Ownership
NASDAQ: AMZN
LinkedIn® Page
www.linkedin.com
Employees on LinkedIn®
38,313
Twitter
@awscloud
Twitter Followers
1,754,279
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Amazon Connect Reviews

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Amazon Connect Reviews

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1-25 of 25 total Connect reviews
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C
Mid-Market
(201-500 employees)
Validated Reviewer
Verified Current User
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Business partner of the vendor or vendor's competitor, not included in G2 scores.

"Quick deployment 100% cloud contact center"

What do you like best?

The overall user experience is very good. The setup is quick and easy to follow. The contact flow can be visualized in a form of action block. I can easily develop my call flow by drag and drop. With Amazon S3, call recording is ready to integrate with Amazon Connect. Must mention, great and beautiful integration with CRM like Salesforce. I created my cloud contact center with Salesforce CRM with recording feature just in 2 days! What a amazing platform.

What do you dislike?

Actually the platform is pretty good. I am looking for more contact center related feature release. E.g. the voicemail box, counting waiting position/ time, barge-in feature for call center manager. i believe those feature will be of great value to Contact Center.

Recommendations to others considering the product:

Everyone in the field of contact center development should try to know about Amazon Connect. It is a pure cloud solution and one very big advantage is based on rich featured AWS platform and is ready to integrate with Amazon product! Imagine you have a platform built in Amazon and you can leverage the EC2 computing solution, S3 database, Lambda and Lex with no worry on the compatibility issue.

What problems are you solving with the product? What benefits have you realized?

As a consultant of a SI company, i am proposing a cloud contact center solution to my customer with 300 agent size in Hong Kong. They are looking for a cloud contact center with integration with WFM, call recording, CRM, softphone, outbound campaign... All the features can be fulfilled by using Amazon Connect or its partner solution.

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Customer Success Specialist
Insurance
Mid-Market
(201-500 employees)
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"Great for metrics, bad for users"

What do you like best?

I like that it allows you to see real time metrics of calls throughout the day and the week. The data is very detailed and insightful. It was also easy to integrate into our software.

What do you dislike?

You can’t save searches, so any time you want to pull metrics, you need to choose the users, time zone, window, etc., even though I’m always pulling the same reports. I also hate that you cannot transfer to specific people instead of queues. It makes specific language assistance extremely difficult. You also get no caller ID information or a call log to quickly see your recent contacts.

What problems are you solving with the product? What benefits have you realized?

Fewer calls abandoned, more accountability and tracking of metrics, productivity, etc.

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Partnership
Mid-Market
(501-1000 employees)
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"Amazing product "

What do you like best?

Amazon connect is super easy to use, lets you not only take calls but track agents and easy search for previous calls. And you can check the metrics daily.

What do you dislike?

The only thing that I would like to change is the option to stay logged in, you need to log in all over again, every day.

Recommendations to others considering the product:

Makes your communication much easier, must try it

What problems are you solving with the product? What benefits have you realized?

It's a very useful tool for handling any sort of phone traffic and easy communication.

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Account Manager
Computer Software
Mid-Market
(501-1000 employees)
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"Awesome Product"

What do you like best?

It always works. Had other systems that time out or are hard to hear. It's stable and easy.

What do you dislike?

Would like to see my past few calls I have made. Sometimes I call a few people in a row, and it would be easier to keep track of if it was right there, instead of having to login and run a report.

Recommendations to others considering the product:

Update your status options. It's really nice to be able to see if other people on the team are available to take a call or not.

What problems are you solving with the product? What benefits have you realized?

Can make calls form anywhere. That's huge not being tied down to a phone.

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U
Small-Business
(11-50 employees)
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"Cloud Based Contact Centers? Now, Amazon has literally thought of everything!! "

What do you like best?

Cloud Based Contact Centers? Now, Amazon has literally thought of everything!! Take everything fantastic about Amazon technologies and offerings and put them into the contact center. This product is a game changer especially when compared to the archaeic software that's available. It was deployed very quickly and the pricing ensures that you only pay for the usage.

What do you dislike?

No WFM is provided but you can stream contact data using Amazon Kinesis.

No Outbound capabilities.

Recommendations to others considering the product:

When thinking about the trends involving the cloud, automations, and user experience Amazon Connect literally mashes them all together. It's worth compared the connect platform and self service experience to your current contact center software.

What problems are you solving with the product? What benefits have you realized?

Agent numbers are constantly changing and the solution ensures that scaling within the contact center is done appropriately. We were also seeking a better way to back up the data and this solved both goals.

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Mid-Market
(201-500 employees)
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"Good way to connect to support line"

What do you like best?

Easy queue control. Not sure how next available is determined but seems evenly distributed. Able to go back and find phone calls and do contact search for review and quality control.

What do you dislike?

Have had man errors and soft phone failure errors. Need to make sure browser history is clear and everything is up to date or errors continue.

Recommendations to others considering the product:

Great for large volume of phone interactions. Can be buggy but easy to fix.

What problems are you solving with the product? What benefits have you realized?

Daily phone interaction with with customers helping them solve the issues they encounter. Easiest way to connect with customers and get the fastest result.

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Mid-Market
(501-1000 employees)
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"Great tool for call center and phone traffic"

What do you like best?

Amazon connect lets you not only take calls but track agents and do contact search for past calls. Also for easy tracking of all people logged in and what their status is.

What do you dislike?

The status menu can bug out. If you get a call while changing statuses it locks you out from trying to change your status, easily fixed but annoying.

Recommendations to others considering the product:

for handling any sort of phone traffic, this will help you get it done!

What problems are you solving with the product? What benefits have you realized?

Simple customer connection and being able to help them fix issues and gather feedback on products and requests.

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Operations Analyst
Computer Software
Mid-Market
(501-1000 employees)
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"Amazon Connect Review"

What do you like best?

Simple and easy to use. Once it was set up as our primary phone system, it was immediately received well across the company. It was definitely a huge upgrade from the service we were using before.

What do you dislike?

The reports and dashboards page is not as intuitive as I would like. There are times when I have to refresh my page or reselect the filters that I need in order for me to get the results that I am wanting.

What problems are you solving with the product? What benefits have you realized?

We are using this in technical support. The ease of use allows us to pick up calls quickly and because of that, we are able to help customers quickly while minimizing dropped calls and hold times.

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AC
Mid-Market
(501-1000 employees)
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Verified Current User
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"Amazon Connect Review"

What do you like best?

It's very adaptable and allows you to find information that you have an interest in. For example, most things are very customizable, especially with reports.

What do you dislike?

I'm not a super huge fan of some of the refresh settings on dashboards. I wish we could make things more real-time.

Recommendations to others considering the product:

Amazon is a great company - continue to provide feedback about their products and it will come along very well.

What problems are you solving with the product? What benefits have you realized?

Amazon Connect is saving us a ton of money as a company. It's also allowing us to source our phones and server usage solely through Amazon - which eliminates us having to rely on a large amount of 3rd party providers.

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Account Management Lead
Computer Software
Mid-Market
(501-1000 employees)
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"Connect meets our needs perfectly"

What do you like best?

Connect makes it extremely easy to quickly acomplish the calls I need to make.

What do you dislike?

When you have to enter in an extension during the call it can be a bit cumbersome to have to get to the dial pad and then remove it

What problems are you solving with the product? What benefits have you realized?

Being able to effectively reach our clients and quickly move from one call to the next

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Account Manager
Computer Software
Mid-Market
(501-1000 employees)
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Verified Current User
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"Very simple interface and reliable service."

What do you like best?

How simple the calling interface is. Its a very easy to use panel that is very straight forward.

What do you dislike?

Not the most intuitive path for call functions like conference or transfer.

What problems are you solving with the product? What benefits have you realized?

Extremely flexible and easy to use from anywhere. I can work from home seamlessly.

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E
Mid-Market
(51-200 employees)
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"Call center on AWS"

What do you like best?

Very similar to AWS business model. Pay per minute of use. Very integrated with the rest of AWS services.

What do you dislike?

Still new and not completely refined. Pricing outside of the US is high but hopefully will come down similar to AWS pricing.

What problems are you solving with the product? What benefits have you realized?

Moving call management to the cloud. Cheaper day 1 but might be higher long term unless prices decrease.

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Senior Consultant
Information Technology and Services
Enterprise
(10,001+ employees)
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"Great if you have an excellent internet connection"

What do you like best?

Ability to connect from many devices and the ability to keep the machine running

What do you dislike?

Can be buggy at times. Depending on how its implemented and the choices present, it can get frustrating. Like any internet application, it is heavily dependent on the internet connection present.

Recommendations to others considering the product:

Evaluate the network performance well before switching to this.

What problems are you solving with the product? What benefits have you realized?

Remote connection for employees is provided. Spinning up a machine for new employees is faster and cheaper than physical laptops.

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Sr,. Director of COntact Center Tech
Small-Business
(11-50 employees)
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Business partner of the vendor or vendor's competitor, not included in G2 scores.

"Turn your cost center into a profit center"

What do you like best?

The ability to only be charged for what you use and be able to scale to any size at any time.

What do you dislike?

Product is still maturing so integrating will contact center needed soluitons are not yet readily out of the box available.

Recommendations to others considering the product:

Go for it

What problems are you solving with the product? What benefits have you realized?

To have a secure platform and be able to turn up a contact center quiickly

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Sr. Product Manager
Enterprise
(5001-10,000 employees)
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"Amazon Connect"

What do you like best?

Ease to customize our customer care and sales experiences.

What do you dislike?

Scalability limits set too low. Critical features are not yet available in AC.

What problems are you solving with the product? What benefits have you realized?

We have replaced our previous contact center technology with AC. Benefits will enable us to re-image how we connect with and support our customers.

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U
Enterprise
(5001-10,000 employees)
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"Easy to configure, Pay-as-you-go pricing"

What do you like best?

Empowers business users to control contact flows without needed development work. Improves speed to market and allows for continous innovation.

What do you dislike?

Some features available on legacy platforms are not readily available out-of-the-box. But being an open platform, it's easy to enable these through other AWS services.

What problems are you solving with the product? What benefits have you realized?

Automating customer interactions that are low-value and don'e need to go to a human.

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U
Enterprise
(10,001+ employees)
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"Game changer!"

What do you like best?

This solution is very intuitive and friendly to use by having an easy to use GUI where you can define custom business processes for all your call routing needs.

What do you dislike?

Custom code maybe required for more complex business scenarios.

What problems are you solving with the product? What benefits have you realized?

The ability to route calls to a representative based on time of day.

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UC
Mid-Market
(501-1000 employees)
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"Easy to use and reliable,"

What do you like best?

I like that it is easy to make calls. It is easy to use the keypad or manually enter in a number.

What do you dislike?

Could be expanded to have more functionalities. It works well, but feels basic at times.

Recommendations to others considering the product:

Give it a try, worth your time. Easy to use and easy to set up.

What problems are you solving with the product? What benefits have you realized?

Calling customers internally and externally. Easy to reach someone.

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CI
Mid-Market
(501-1000 employees)
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Business partner of the vendor or vendor's competitor, not included in G2 scores.

"Great contact center service"

What do you like best?

We have done a few POC's, but have not switched over to Amazon Connect yet due to contractual agreements with current vendor. Once we are out of contract, we are doing the switch.

What do you dislike?

Our lock in with current vendor - have no complains about Amazon Connect

What problems are you solving with the product? What benefits have you realized?

Contact center

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AB
Enterprise
(5001-10,000 employees)
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"Indifferent"

What do you like best?

The interface for systems admins is good

What do you dislike?

In other views, the interface is less dynamic compared to competitors. Also, cost is above the competition.

Recommendations to others considering the product:

As with any application /saas, do your homework.

What problems are you solving with the product? What benefits have you realized?

Hosting in general...more of a hands on approach.

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A
Enterprise
(10,001+ employees)
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"Connect review for large call centers"

What do you like best?

Like how easy it is to get setup and running within few hours.

What do you dislike?

Calls flows migration from dev environments to prod as it is tedious

What problems are you solving with the product? What benefits have you realized?

Call center. It is easy to setup.

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E
Mid-Market
(51-200 employees)
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Business partner of the vendor or vendor's competitor, not included in G2 scores.

"Great up and coming platform"

What do you like best?

The Amazon Connect platform provides a tremendous amount of flexibility that enables companies to build as needed.

What do you dislike?

User interface experience could be more intuitive

What problems are you solving with the product? What benefits have you realized?

Basic contact center services

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I
Enterprise
(10,001+ employees)
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Business partner of the vendor or vendor's competitor, not included in G2 scores.

"Customer service "

What do you like best?

Most of our retail customers we are proposing comparing with traditional.

What do you dislike?

We use third party for sip trunks we should have those features with AWS

What problems are you solving with the product? What benefits have you realized?

Customer service

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CI
Enterprise
(10,001+ employees)
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"Great fast customer service connectivity and funny "

What do you like best?

what i liked best about the amzon connectivity is that it is resourceful

What do you dislike?

i didnt like that it was kind of hard to set up

What problems are you solving with the product? What benefits have you realized?

wondering how to get profits up

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C
Enterprise
(10,001+ employees)
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Business partner of the vendor or vendor's competitor, not included in G2 scores.

"contact center"

What do you like best?

the ease of onboarding and design of call flows

What do you dislike?

difficulties with biometrics integration

What problems are you solving with the product? What benefits have you realized?

transform contact center

Amazon Connect Features

  • Automatic Call Distribution (ACD)
  • Interactive Voice Response (IVR)
  • Call Routing
  • Call Queuing
  • Call Summary Notes
  • Concurrent Calling

Connect User Ratings

9.0
Ease of Use
Average: 8.6*
8.6
Quality of Support
Average: 8.4*
9.2
Ease of Setup
Average: 8.2*
* Contact Center Infrastructure Category
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