Amazon Connect Reviews & Product Details

i like that it's pretty simple to use. i think anyone, even someone that's not good with technology could still use this pretty easily. once my company gave me this system to use, i caught on to it pretty quickly and had no issues using it. I have not used this with any of the other companies that i have worked for, which is a suprise to me because this is so much easier than other systems that i have used in the past. Review collected by and hosted on G2.com.

i havent found anything that i dislike about it just yet, everything seems to be pretty good so far. One thing is I am not sure if it is my internet or if it is the system it self, because i had this issue in the office as well. but sometimes my amazon connect will disconnect from my connect and sell for some reason, which can be pretty frustrating. i am assuming that it has some thing to do with the internet instead of the service but either way it is not really a big deal to me at all especially since it does not happen very often. Review collected by and hosted on G2.com.

It is very customizable and gives the agent caller information and queue traffic all in one screenshot. The quick connects offer easy transfers and assure the caller is getting to the right place the first time. Review collected by and hosted on G2.com.

Wifi quality of work from home has been challenging for some of our agents at times and required many restarts. I am not sure this is any fault of Amazon, but definitely a service detractor for our customers. Review collected by and hosted on G2.com.

What I like about Amazon is it's connected to our Database. It works like a house phone, which makes it very user friendly. When we transfer the call, there's a quick list of people you can transfer it too. It's an amazing soft phone, it's a lot easier to handle than the other products. Once the call is done, you hung up and then Voila! It automatically gives you a record of the call in your CRM. You can then put notes, write exactly what happened on the call. It's also an important for Quality Assurance, since it gives you the url of the recorded call, you can review it and use it on any Customer Service Guidelines. Review collected by and hosted on G2.com.

You have to manually delete the special characters, for the call would go through. Review collected by and hosted on G2.com.

Plans that charge you only for those services that you use. Some tools are very nice and helps us in long way. Services like elastic ip and load balancer are very well managed. I personally like using Route53 for manage DNS and other pointing to server related services. Customer support is also a big point where they send you a detailed email about query and they have many documents for support related queries. Last the free trial for 12 months is game changer for small and micro organisations because in one year they certainly decide whether to continue or not. Review collected by and hosted on G2.com.

Costing are very much compare to local providers. If anyone developing conventional app then it might not be best option cost wise. Also the pricing forecast and cost analyser is not accurate. I personally face challenge in creating ssl certificate and use that in node JS and react Js application. Review collected by and hosted on G2.com.

Amazon connect can be helpful for the small businesses, who wants to offer customer service and with minimal resources. They can support customer on call and can also give FAQ answer on calls. it can be used to book an appointment or to know any details. Speech to text can bring more user friendly ness to traditional IVR systems. Review collected by and hosted on G2.com.

While working I never find flaws, sometimes due to noise it can not be that effective as it may take wrong input. Overall it's good for the contact center support. Review collected by and hosted on G2.com.

I really like the real-time and historical metrics that can be put in a dashboard, and I can connect with other software. You don't need to install any additional software you can just start using it right away. The reporting is clean, modern, easily customized and the interface is by far the most simplistic one. Review collected by and hosted on G2.com.

So far not facing any bigger issues with Amazon Connect. Just the option to implement much more is there ... Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

It's very easy to use. Building call flows with UI builder and integration with Lex and Lambda works like charm. Review collected by and hosted on G2.com.

The CCP is too minimal and certain contact center related features are missing Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

You can make phone calls to another country without any interruptions. The partner on the line will never notice that you are calling from another country since is the same quality as you calling directly from your cellphone. Review collected by and hosted on G2.com.

I can not think of something that I don't what since is really really awesome tool Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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

No Outbound capabilities. Review collected by and hosted on G2.com.

It's so simple and easy to use, no previous training needed. Review collected by and hosted on G2.com.

The reports are sometimes not easy to operate, but overall, good. Review collected by and hosted on G2.com.

Very similar to AWS business model. Pay per minute of use. Very integrated with the rest of AWS services. Review collected by and hosted on G2.com.

Still new and not completely refined. Pricing outside of the US is high but hopefully will come down similar to AWS pricing. Review collected by and hosted on G2.com.

The ability to only be charged for what you use and be able to scale to any size at any time. Review collected by and hosted on G2.com.

Product is still maturing so integrating will contact center needed soluitons are not yet readily out of the box available. Review collected by and hosted on G2.com.

Ease to customize our customer care and sales experiences. Review collected by and hosted on G2.com.

Scalability limits set too low. Critical features are not yet available in AC. Review collected by and hosted on G2.com.

Empowers business users to control contact flows without needed development work. Improves speed to market and allows for continous innovation. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Custom code maybe required for more complex business scenarios. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Our lock in with current vendor - have no complains about Amazon Connect Review collected by and hosted on G2.com.

Like how easy it is to get setup and running within few hours. Review collected by and hosted on G2.com.

Calls flows migration from dev environments to prod as it is tedious Review collected by and hosted on G2.com.

The Amazon Connect platform provides a tremendous amount of flexibility that enables companies to build as needed. Review collected by and hosted on G2.com.

User interface experience could be more intuitive Review collected by and hosted on G2.com.

Most of our retail customers we are proposing comparing with traditional. Review collected by and hosted on G2.com.

We use third party for sip trunks we should have those features with AWS Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

It always works. Had other systems that time out or are hard to hear. It's stable and easy. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.