Amazon Connect Reviews & Product Details

Amazon Connect Overview

What is 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.

Amazon Connect Details
Languages Supported
German, English, French, Japanese, Korean, Portuguese, Spanish, Chinese (Simplified)
Product Description

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.


Seller Details
Seller
AWS
Ownership
AMZN
Company Website
Year Founded
2006
HQ Location
Seattle, WA
Total Revenue (USD mm)
$177,866
Twitter
@awscloud
1,887,359 Twitter followers
LinkedIn® Page
www.linkedin.com
77,420 employees on LinkedIn®
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.


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Amazon Connect Reviews

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Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product:

if you're not using it, then you need to use it now! Like i had mentioned earlier, it's super easy to use. any one can use it even if they are not very familiar with tech stuff. there's only a couple buttons so there's not a whole lot that you need to explore on the user side of it all. Review collected by and hosted on G2.com.

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

i am able to keep my amazon connect connected to my connect and sell so that way i can make calls much easier than manually dialing them. i cant explain enough how much easier this makes my life when it comes to making sales over the phone. we all know it can be a numbers game at times so the more people i can connect to the easier it is for me to make more money but hitting my monthly sales target. takes a big stress off my shoulders. if i didnt have amazon connect i dont know what i would do. i also have noticed that our managers use it to translate our calls in to text and it will also show the flow of the call and how much the customer is interacting. i thought that was pretty cool, i did not even know that was possible Review collected by and hosted on G2.com.

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UI
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product:

This is a great IVR application, softphone and interfaces nicely with other contact center suites. Review collected by and hosted on G2.com.

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

Any IVR changes and routing profiles can be easily adjusted where prior applications could take days/weeks to make these fixes. Review collected by and hosted on G2.com.

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Virtual Assistant/ Appointment Setter/ Outbound Sales
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

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.

What do you dislike?

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

Recommendations to others considering the product:

If you want to use Amazon Connect, make sure you have a really good CRM to connect it with. This is very essential in the Customer Service Industry, because it tealls you more about the Customer Experience. Gives you more idea on how to make your Company's Customer Service Experience better. Review collected by and hosted on G2.com.

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

We use it in our team to to outbound calls and take inbound calls. We use it to communicate with our clients. I think one of the many benefits that it has brought us, is the fact that you can checkout how your Customer Service Team is handling the call, you can give them tips on the dos and don'ts in call handling, just because you have the recording. Review collected by and hosted on G2.com.

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Software Engineer
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

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.

What do you dislike?

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.

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

I was building machine learning models on tensor flow and it helps me in good way. Though there are many other services for that too but I stick with AWS. Review collected by and hosted on G2.com.

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AWS Data Engineer
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

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.

What do you dislike?

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.

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

I have worked on project for insurance companies that can support customer oncall for FAQ's such as what is premium amount and what is due dates. Connect makes it interactive and user friendly Review collected by and hosted on G2.com.

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OP
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

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.

What do you dislike?

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.

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

You can set up a business center where you will get all the basics covered. The high-quality audio is the real deal here. Review collected by and hosted on G2.com.

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Partnership
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Organic
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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Makes your communication much easier, must try it Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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IB
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

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.

What do you dislike?

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

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

For a large US bank we transformed their on premise contact center to Connect in 6 months. The cost savings were high. Review collected by and hosted on G2.com.

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CT
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
Business partner of the seller or seller's competitor, not included in G2 scores.
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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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UO
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: G2 Gives Campaign
What do you like best?

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.

What do you dislike?

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.

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

Finance, marketing, promotions with our partners Review collected by and hosted on G2.com.

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UF
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: G2 Gives Campaign
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. Review collected by and hosted on G2.com.

What do you dislike?

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

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

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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GC
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

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

What do you dislike?

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

Recommendations to others considering the product:

Sure. Review collected by and hosted on G2.com.

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

Using it to communicate with business partners. Review collected by and hosted on G2.com.

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EF
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

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.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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Sr,. Director of COntact Center Tech
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: G2 Gives Campaign
Business partner of the seller or seller's competitor, not included in G2 scores.
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. Review collected by and hosted on G2.com.

What do you dislike?

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.

Recommendations to others considering the product:

Go for it Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

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Sr. Product Manager
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: G2 Gives Campaign
What do you like best?

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

What do you dislike?

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

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. Review collected by and hosted on G2.com.

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UT
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: G2 Gives Campaign
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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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UH
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: G2 Gives Campaign
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. Review collected by and hosted on G2.com.

What do you dislike?

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

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. Review collected by and hosted on G2.com.

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CI
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: G2 Gives Campaign
Business partner of the seller or seller's competitor, not included in G2 scores.
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. Review collected by and hosted on G2.com.

What do you dislike?

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

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

Contact center Review collected by and hosted on G2.com.

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AF
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: G2 Gives Campaign
What do you like best?

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

What do you dislike?

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

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

Call center. It is easy to setup. Review collected by and hosted on G2.com.

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ET
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: G2 Gives Campaign
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

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.

What do you dislike?

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

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

Basic contact center services Review collected by and hosted on G2.com.

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IC
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: G2 Gives Campaign
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

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

What do you dislike?

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

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

Customer service Review collected by and hosted on G2.com.

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Customer Success Specialist
Insurance
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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

Fewer calls abandoned, more accountability and tracking of metrics, productivity, etc. Review collected by and hosted on G2.com.

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Customer Success Manager
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Great for large volume of phone interactions. Can be buggy but easy to fix. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

for handling any sort of phone traffic, this will help you get it done! Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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Account Manager
Computer Software
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

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.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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