--- title: Amazon Connect Reviews meta_title: 'Amazon Connect Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 91 reviews by the users' company size, role or industry to find out how Amazon Connect works for a business like yours. aggregate_rating: rating_value: 4.4 review_count: 91 scale: '5' date_modified: '2026-07-17' parent_category: name: Call & Contact Center url: https://www.g2.com/categories/call-contact-center --- # Amazon Connect Reviews **Vendor:** Amazon Web Services (AWS) **Category:** [Contact Center Software](https://www.g2.com/categories/contact-center) **Average Rating:** 4.4/5.0 **Total Reviews:** 91 ## About 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 Pros & Cons **What users like:** - Users appreciate the **ease of use** in Amazon Connect, enjoying seamless setup, reporting, and cloud-based flexibility. (11 reviews) - Users value the **efficiency** of Amazon Connect, praising its ease of use and powerful cloud-based capabilities. (6 reviews) - Users value the **flexibility and scalability** of Amazon Connect, enabling easy customization for cloud contact centers. (5 reviews) - Users value the **easy setup** of Amazon Connect, enabling rapid implementation and scalability for diverse business needs. (5 reviews) - Users love the **ease of use and powerful reporting features** of Amazon Connect, enhancing customer experience significantly. (5 reviews) - Users value the **robust analytics** of Amazon Connect for tracking performance and enhancing customer experience effectively. (4 reviews) - Users value the **extensive customizability** of Amazon Connect, enhancing functionality and adaptability to specific business needs. (4 reviews) - Users highlight the **easy integrations** of Amazon Connect, making it seamless to connect with other platforms effortlessly. (4 reviews) - Integrations (4 reviews) - Users find Amazon Connect's **easy implementation** and integration with AWS services to be highly beneficial. (3 reviews) **What users dislike:** - Users find the **setup and management complex** , particularly those lacking deep AWS experience and needing additional configurations. (3 reviews) - Users find the **setup and management complex** , particularly for teams lacking AWS experience, which can hinder usability. (3 reviews) - Users find the **difficult setup** to be a barrier, especially without prior AWS experience for configuration. (3 reviews) - Users report needing significant **improvements in documentation and integration stability** for a smoother experience with Amazon Connect. (3 reviews) - Users find the **initial difficulties** in setup and management of Amazon Connect challenging, especially without AWS experience. (3 reviews) - Missing Features (3 reviews) - Users find the **steep learning curve** challenging, particularly for those unfamiliar with AWS configurations and customization. (3 reviews) - Complex Implementation (2 reviews) - Users find the **complex setup** challenging, especially when configuring and customizing Amazon Connect for the first time. (2 reviews) - Difficult Implementation (2 reviews) ## Amazon Connect Reviews ### 1. Good Platform!! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Newspapers | Enterprise (> 1000 emp.) **Reviewed Date:** October 19, 2022 **What do you like best about Amazon Connect?** AWS allows us to monitor all calls throughout our network **What do you dislike about Amazon Connect?** AWS could have better filters and other ways to see call history without clicking on every single one. **What problems is Amazon Connect solving and how is that benefiting you?** It helps solve call solutions and development. ### 2. I wish my company would take advantage of *all* AWS has to offer! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Leisure, Travel & Tourism | Enterprise (> 1000 emp.) **Reviewed Date:** November 23, 2021 **What do you like best about Amazon Connect?** As a customer service rep taking 70-100 calls a day, I really like the simplicity of the system. CCP is pretty user-friendly, and the basic info I need like customer ph#s & the brand they are calling is right there on my screen. Easy to transfer & end calls, and change my status or "aux code" (switch from available to break, etc.). The old voice whispers we used to get were pre-recorded centuries ago by an employee who seemed to be frustrated and having a bad day; with Amazon connect the voice whisper is now a pleasant & consistent "Alexa" type AI voice. I also enjoy having the extra desk space free where my old, bulky Avaya phone used to sit. Also, the ability to use a USB headset (hello wireless dongle) is awesome!!! **What do you dislike about Amazon Connect?** Most of my dislikes I think are more directed to my company and the fact that they are not taking advantage of all the features that Amazon Connect offers - it seems they are focusing on purely cost savings vs. agent/team supervisor experience (we had $23.9 BILLION in global revenue in fiscal year 2021 FYI). For example, it's my understanding that AWS offers all your typical contact center metric reporting (you know - the metrics that are tied directly to our employment, raises, promotions, etc). Yet we don't "subscribe" to all of the AWS offerings. Therefore some data from AWS is merged with our data from Verint (our WFM/performance tracking software we had prior to AWS that we still "kind of" use) . It is then up to team supervisors to compile that data using a third program, and then export those reports and send them to their agents. The amount of errors with this duct tape and craft glue method is embarrassing and honestly infuriating (my company changed the game, but we still have to play by the old rules - and we hardly ever see the score). At least with our old hard phones and good old Verint, we could access our metrics at ANY time, view our individual trends, and take initiative to make corrections. Since our switch to AWS, 250+ agents are at the mercy of 15 different supervisors to correctly use this new duct tape & glue method exactly right and we are all instructed to "trust the system". I will also add that unless the user has fiber, dropped calls & connection issues are prevalent and disruptive. **What problems is Amazon Connect solving and how is that benefiting you?** In my contact center, we are graded on how many calls we disconnect ourselves; that is what triggers our customer service survey. The softphone is right there on the screen making it easy and fast to hang up. Also, not being tied to the short cord attached to my old bulky phone is a huge benefit. We have to buy our own USB headsets, but that allowed me to splurge for a wireless one. ### 3. Amazon connect **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Transportation/Trucking/Railroad | Enterprise (> 1000 emp.) **Reviewed Date:** December 30, 2021 **What do you like best about Amazon Connect?** The most helpful thing about using Amazon connect is that I'm able to use the platform directly on my computer not having to use a standalone physical phone system **What do you dislike about Amazon Connect?** What I dislike about it is that sometimes the information that comes through isn't accurate on the end of the customer so I always have to confirm that the information is correct on my end **Recommendations to others considering Amazon Connect:** Highly recommend that if you are looking for a program that can do multiple tasks such as determine where customers are needing to go and or just to be able to communicate with your customers with this program is a must **What problems is Amazon Connect solving and how is that benefiting you?** The problems that are being solved with Amazon connectors that we were able to get rid of our standalone physical phones to use Amazon and also Amazon connect is able to narrow down where to transfer the customers to so that they're not wasting time by getting to the wrong department which is a wonderful benefit ### 4. Great when it works **Rating:** 3.5/5.0 stars **Reviewed by:** Derek V. | Support Development Program, Mid-Market (51-1000 emp.) **Reviewed Date:** November 30, 2021 **What do you like best about Amazon Connect?** Amazon connect makes it simple to connect calls with your customers where you don't have to use your personal phone which is a major plus. Compared to others, the interface is just really simple and intuitive. **What do you dislike about Amazon Connect?** I've had quite a few issues throughout my 2+ years of using connect where it will just randomly drop calls, or it won't show an answer button to even answer the call. Issues with connecting basically. **Recommendations to others considering Amazon Connect:** Make sure you have a good headset to use since the connection may not be the greatest and have audio issues. **What problems is Amazon Connect solving and how is that benefiting you?** Connecting with customers. Our support team uses Amazon Connect as our support platform for customers to call in with issues and we can help them. It helps us make reaching out easy. ### 5. The future voice system **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** May 08, 2022 **What do you like best about Amazon Connect?** Easy to manage and interface is very user friendly **What do you dislike about Amazon Connect?** As it is web based you need to have a stable connection. **What problems is Amazon Connect solving and how is that benefiting you?** Application crash, as it is web based it can recover very quickly versus other softwares which takes time to recover when it crashes or lost connection. ### 6. It has it all **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** May 24, 2022 **What do you like best about Amazon Connect?** How easy it is to find records and pull out reports! Recording availability, call monitoring. **What do you dislike about Amazon Connect?** Not much to say, it's a very effective software. **What problems is Amazon Connect solving and how is that benefiting you?** It's essential to communicate with our partners and customers. We are benefiting as we have a 24/7 Support Team. ### 7. Best when it comes to managing call centers **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Leisure, Travel & Tourism | Enterprise (> 1000 emp.) **Reviewed Date:** March 26, 2022 **What do you like best about Amazon Connect?** Amazon connect's all features for real-time metrics are amazing. It has also nice reporting on Historical metrics as well **What do you dislike about Amazon Connect?** Amazon connect need to improve in their UI/UX. It should be customer friendly and customizable as per need **What problems is Amazon Connect solving and how is that benefiting you?** Amazon connect really plays nice role when it comes to managing IVR and call routing ### 8. Amazon Connect service is great for Cloud contact center operations **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Outsourcing/Offshoring | Enterprise (> 1000 emp.) **Reviewed Date:** January 21, 2022 **What do you like best about Amazon Connect?** Amazon Connect provides integrated multiple channels for interacting with customers. It uses NLP, Amazon AI, and ML technologies to offer an Alexa-like experience. **What do you dislike about Amazon Connect?** Integrating with legacy on-prem systems may be a bit complicated. **Recommendations to others considering Amazon Connect:** I recommend trying out Amazon Connect as it is straightforward to set up and run. **What problems is Amazon Connect solving and how is that benefiting you?** With Amazon Connect, I am trying to take advantage of the agility and scalability features of the AWS cloud. It helps to save time to set up and helps to keep costs significantly low. ### 9. Love Amazon Connect Softphone for our contact center **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** November 10, 2020 **What do you like best about Amazon Connect?** 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. **What do you dislike about Amazon Connect?** 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. **Recommendations to others considering Amazon Connect:** This is a great IVR application, softphone and interfaces nicely with other contact center suites. **What problems is Amazon Connect solving and how is that benefiting you?** Any IVR changes and routing profiles can be easily adjusted where prior applications could take days/weeks to make these fixes. ### 10. Amazing Amazon **Rating:** 5.0/5.0 stars **Reviewed by:** Kathleen A. | Virtual Assistant/ Appointment Setter/ Outbound Sales, Enterprise (> 1000 emp.) **Reviewed Date:** June 01, 2020 **What do you like best about Amazon Connect?** 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. **What do you dislike about Amazon Connect?** You have to manually delete the special characters, for the call would go through. **Recommendations to others considering Amazon Connect:** 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. **What problems is Amazon Connect solving and how is that benefiting you?** 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. ### 11. AWS is just fine for ML & AI **Rating:** 3.5/5.0 stars **Reviewed by:** Ravi R. | Software Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** April 24, 2020 **What do you like best about Amazon Connect?** 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. **What do you dislike about Amazon Connect?** 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. **What problems is Amazon Connect solving and how is that benefiting you?** 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. ### 12. It's very effective service offered by amazon to fulfill redudent work and effective with IVR **Rating:** 4.0/5.0 stars **Reviewed by:** Chetan V. | AWS Data Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** April 24, 2020 **What do you like best about Amazon Connect?** 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. **What do you dislike about Amazon Connect?** 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. **What problems is Amazon Connect solving and how is that benefiting you?** 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 ### 13. High quality everything **Rating:** 4.5/5.0 stars **Reviewed by:** Ray M. | OP, Mid-Market (51-1000 emp.) **Reviewed Date:** January 08, 2020 **What do you like best about Amazon Connect?** 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. **What do you dislike about Amazon Connect?** So far not facing any bigger issues with Amazon Connect. Just the option to implement much more is there ... **What problems is Amazon Connect solving and how is that benefiting you?** You can set up a business center where you will get all the basics covered. The high-quality audio is the real deal here. ### 14. Amazing product **Rating:** 5.0/5.0 stars **Reviewed by:** Angie N. | Partnership, Mid-Market (51-1000 emp.) **Reviewed Date:** April 19, 2019 **What do you like best about Amazon Connect?** 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 about Amazon Connect?** 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 Amazon Connect:** Makes your communication much easier, must try it **What problems is Amazon Connect solving and how is that benefiting you?** It's a very useful tool for handling any sort of phone traffic and easy communication. ### 15. I had a really good experience with Amazon Connect. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Banking | Enterprise (> 1000 emp.) **Reviewed Date:** April 17, 2020 **What do you like best about Amazon Connect?** It's very easy to use. Building call flows with UI builder and integration with Lex and Lambda works like charm. **What do you dislike about Amazon Connect?** The CCP is too minimal and certain contact center related features are missing **What problems is Amazon Connect solving and how is that benefiting you?** For a large US bank we transformed their on premise contact center to Connect in 6 months. The cost savings were high. ### 16. Quick deployment 100% cloud contact center **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** March 28, 2019 **What do you like best about Amazon Connect?** 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 about Amazon Connect?** 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 Amazon Connect:** 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 is Amazon Connect solving and how is that benefiting you?** 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. ### 17. Make your phone call without any interruptions **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Online Media | Mid-Market (51-1000 emp.) **Reviewed Date:** September 10, 2019 **What do you like best about Amazon Connect?** 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. **What do you dislike about Amazon Connect?** I can not think of something that I don't what since is really really awesome tool **What problems is Amazon Connect solving and how is that benefiting you?** Finance, marketing, promotions with our partners ### 18. Cloud Based Contact Centers? Now, Amazon has literally thought of everything!! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** December 04, 2018 **What do you like best about Amazon Connect?** 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 about Amazon Connect?** No WFM is provided but you can stream contact data using Amazon Kinesis. No Outbound capabilities. **Recommendations to others considering Amazon Connect:** 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 is Amazon Connect solving and how is that benefiting you?** 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. ### 19. Good one! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** August 07, 2019 **What do you like best about Amazon Connect?** It's so simple and easy to use, no previous training needed. **What do you dislike about Amazon Connect?** The reports are sometimes not easy to operate, but overall, good. **Recommendations to others considering Amazon Connect:** Sure. **What problems is Amazon Connect solving and how is that benefiting you?** Using it to communicate with business partners. ### 20. Call center on AWS **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** January 18, 2019 **What do you like best about Amazon Connect?** Very similar to AWS business model. Pay per minute of use. Very integrated with the rest of AWS services. **What do you dislike about Amazon Connect?** Still new and not completely refined. Pricing outside of the US is high but hopefully will come down similar to AWS pricing. **What problems is Amazon Connect solving and how is that benefiting you?** Moving call management to the cloud. Cheaper day 1 but might be higher long term unless prices decrease. ### 21. Turn your cost center into a profit center **Rating:** 4.0/5.0 stars **Reviewed by:** Jeff B. | Sr,. Director of COntact Center Tech, Enterprise (> 1000 emp.) **Reviewed Date:** November 28, 2018 **What do you like best about Amazon Connect?** 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 about Amazon Connect?** Product is still maturing so integrating will contact center needed soluitons are not yet readily out of the box available. **Recommendations to others considering Amazon Connect:** Go for it **What problems is Amazon Connect solving and how is that benefiting you?** To have a secure platform and be able to turn up a contact center quiickly ### 22. Amazon Connect **Rating:** 4.5/5.0 stars **Reviewed by:** Sharon H. | Sr. Product Manager, Enterprise (> 1000 emp.) **Reviewed Date:** November 29, 2018 **What do you like best about Amazon Connect?** Ease to customize our customer care and sales experiences. **What do you dislike about Amazon Connect?** Scalability limits set too low. Critical features are not yet available in AC. **What problems is Amazon Connect solving and how is that benefiting you?** 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. ### 23. Easy to configure, Pay-as-you-go pricing **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** November 27, 2018 **What do you like best about Amazon Connect?** Empowers business users to control contact flows without needed development work. Improves speed to market and allows for continous innovation. **What do you dislike about Amazon Connect?** 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 is Amazon Connect solving and how is that benefiting you?** Automating customer interactions that are low-value and don'e need to go to a human. ### 24. Game changer! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Enterprise (> 1000 emp.) **Reviewed Date:** December 01, 2018 **What do you like best about Amazon Connect?** 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 about Amazon Connect?** Custom code maybe required for more complex business scenarios. **What problems is Amazon Connect solving and how is that benefiting you?** The ability to route calls to a representative based on time of day. ### 25. Great contact center service **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 28, 2018 **What do you like best about Amazon Connect?** 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 about Amazon Connect?** Our lock in with current vendor - have no complains about Amazon Connect **What problems is Amazon Connect solving and how is that benefiting you?** Contact center ### 26. Connect review for large call centers **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** November 29, 2018 **What do you like best about Amazon Connect?** Like how easy it is to get setup and running within few hours. **What do you dislike about Amazon Connect?** Calls flows migration from dev environments to prod as it is tedious **What problems is Amazon Connect solving and how is that benefiting you?** Call center. It is easy to setup. ### 27. Great up and coming platform **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** November 27, 2018 **What do you like best about Amazon Connect?** The Amazon Connect platform provides a tremendous amount of flexibility that enables companies to build as needed. **What do you dislike about Amazon Connect?** User interface experience could be more intuitive **What problems is Amazon Connect solving and how is that benefiting you?** Basic contact center services ### 28. Customer service **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** November 26, 2018 **What do you like best about Amazon Connect?** Most of our retail customers we are proposing comparing with traditional. **What do you dislike about Amazon Connect?** We use third party for sip trunks we should have those features with AWS **What problems is Amazon Connect solving and how is that benefiting you?** Customer service ### 29. Great for metrics, bad for users **Rating:** 2.5/5.0 stars **Reviewed by:** Rosie C. | Customer Success Specialist, Insurance, Mid-Market (51-1000 emp.) **Reviewed Date:** December 26, 2017 **What do you like best about Amazon Connect?** 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 about Amazon Connect?** 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 is Amazon Connect solving and how is that benefiting you?** Fewer calls abandoned, more accountability and tracking of metrics, productivity, etc. ### 30. Good way to connect to support line **Rating:** 4.0/5.0 stars **Reviewed by:** Tyler S. | Customer Success Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** January 15, 2018 **What do you like best about Amazon Connect?** 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 about Amazon Connect?** 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 Amazon Connect:** Great for large volume of phone interactions. Can be buggy but easy to fix. **What problems is Amazon Connect solving and how is that benefiting you?** Daily phone interaction with with customers helping them solve the issues they encounter. Easiest way to connect with customers and get the fastest result. ### 31. Great tool for call center and phone traffic **Rating:** 4.0/5.0 stars **Reviewed by:** Bobbi M. | Mid-Market (51-1000 emp.) **Reviewed Date:** January 17, 2018 **What do you like best about Amazon Connect?** 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 about Amazon Connect?** 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 Amazon Connect:** for handling any sort of phone traffic, this will help you get it done! **What problems is Amazon Connect solving and how is that benefiting you?** Simple customer connection and being able to help them fix issues and gather feedback on products and requests. ### 32. Awesome Product **Rating:** 4.5/5.0 stars **Reviewed by:** Jared M. | Director of Customer Success, Mid-Market (51-1000 emp.) **Reviewed Date:** December 08, 2017 **What do you like best about Amazon Connect?** It always works. Had other systems that time out or are hard to hear. It's stable and easy. **What do you dislike about Amazon Connect?** 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 Amazon Connect:** 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 is Amazon Connect solving and how is that benefiting you?** Can make calls form anywhere. That's huge not being tied down to a phone. ### 33. contact center **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Banking | Enterprise (> 1000 emp.) **Reviewed Date:** November 27, 2018 **What do you like best about Amazon Connect?** the ease of onboarding and design of call flows **What do you dislike about Amazon Connect?** difficulties with biometrics integration **What problems is Amazon Connect solving and how is that benefiting you?** transform contact center ### 34. Amazon Connect Review **Rating:** 4.0/5.0 stars **Reviewed by:** Alex W. | Operations Analyst, Computer Software, Mid-Market (51-1000 emp.) **Reviewed Date:** December 07, 2017 **What do you like best about Amazon Connect?** 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 about Amazon Connect?** 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 is Amazon Connect solving and how is that benefiting you?** 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. ### 35. Connect meets our needs perfectly **Rating:** 5.0/5.0 stars **Reviewed by:** Tyler B. | Manager, Customer Engagement , Mid-Market (51-1000 emp.) **Reviewed Date:** January 08, 2018 **What do you like best about Amazon Connect?** Connect makes it extremely easy to quickly acomplish the calls I need to make. **What do you dislike about Amazon Connect?** 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 is Amazon Connect solving and how is that benefiting you?** Being able to effectively reach our clients and quickly move from one call to the next ### 36. Amazon Connect Review **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** December 07, 2017 **What do you like best about Amazon Connect?** 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 about Amazon Connect?** 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 Amazon Connect:** Amazon is a great company - continue to provide feedback about their products and it will come along very well. **What problems is Amazon Connect solving and how is that benefiting you?** 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. ### 37. Great if you have an excellent internet connection **Rating:** 3.5/5.0 stars **Reviewed by:** Arun D. | Azure Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** January 08, 2018 **What do you like best about Amazon Connect?** Ability to connect from many devices and the ability to keep the machine running **What do you dislike about Amazon Connect?** 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 Amazon Connect:** Evaluate the network performance well before switching to this. **What problems is Amazon Connect solving and how is that benefiting you?** Remote connection for employees is provided. Spinning up a machine for new employees is faster and cheaper than physical laptops. ### 38. Very simple interface and reliable service. **Rating:** 4.5/5.0 stars **Reviewed by:** Shane R. | Account Manager, Computer Software, Mid-Market (51-1000 emp.) **Reviewed Date:** December 07, 2017 **What do you like best about Amazon Connect?** How simple the calling interface is. Its a very easy to use panel that is very straight forward. **What do you dislike about Amazon Connect?** Not the most intuitive path for call functions like conference or transfer. **What problems is Amazon Connect solving and how is that benefiting you?** Extremely flexible and easy to use from anywhere. I can work from home seamlessly. ### 39. Indifferent **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Banking | Small-Business (50 or fewer emp.) **Reviewed Date:** January 03, 2018 **What do you like best about Amazon Connect?** The interface for systems admins is good **What do you dislike about Amazon Connect?** In other views, the interface is less dynamic compared to competitors. Also, cost is above the competition. **Recommendations to others considering Amazon Connect:** As with any application /saas, do your homework. **What problems is Amazon Connect solving and how is that benefiting you?** Hosting in general...more of a hands on approach. ### 40. Easy to use and reliable, **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** September 27, 2017 **What do you like best about Amazon Connect?** 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 about Amazon Connect?** Could be expanded to have more functionalities. It works well, but feels basic at times. **Recommendations to others considering Amazon Connect:** Give it a try, worth your time. Easy to use and easy to set up. **What problems is Amazon Connect solving and how is that benefiting you?** Calling customers internally and externally. Easy to reach someone. ### 41. Great fast customer service connectivity and funny **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Insurance | Enterprise (> 1000 emp.) **Reviewed Date:** October 01, 2017 **What do you like best about Amazon Connect?** what i liked best about the amzon connectivity is that it is resourceful **What do you dislike about Amazon Connect?** i didnt like that it was kind of hard to set up **What problems is Amazon Connect solving and how is that benefiting you?** wondering how to get profits up ## Amazon Connect Discussions - [when i merge a call and hang up does it hang up on everyone? how do i just transfer my call instead of merging it and then hanging up?](https://www.g2.com/discussions/30859-when-i-merge-a-call-and-hang-up-does-it-hang-up-on-everyone-how-do-i-just-transfer-my-call-instead-of-merging-it-and-then-hanging-up) - 1 comment, 1 upvote - [What is Amazon Connect used for?](https://www.g2.com/discussions/what-is-amazon-connect-used-for) - 1 comment - [What is Amazon Connect?](https://www.g2.com/discussions/what-is-amazon-connect) - 3 comments - [View Amazon Connect pricing details and edition comparison](https://www.g2.com/products/amazon-connect/reviews?page=2§ion=pricing&secure%5Bexpires_at%5D=2026-07-20+17%3A50%3A49+-0500&secure%5Bsession_id%5D=01815441-5f65-4258-8eff-b5afe5d17491&secure%5Btoken%5D=d51bb31e0674a247c1691029de032ed52a35460fd11b16b58f05c57a510cab91&format=llm_user) ## Amazon Connect Integrations - [Agentforce Sales (formerly Salesforce Sales Cloud)](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews) - [CloudBees](https://www.g2.com/products/cloudbees/reviews) - [Deepgram](https://www.g2.com/products/deepgram/reviews) - [Python](https://www.g2.com/products/python/reviews) - [Rippling](https://www.g2.com/products/rippling/reviews) - [Slack](https://www.g2.com/products/slack/reviews) - [Zendesk Contact Center](https://www.g2.com/products/zendesk-contact-center/reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) ## Amazon Connect Features **Core Conversational Capabilities - AI Chatbots** - Controlled LLM Response Generation - Context Maintenance Within Sessions - Natural Language Understanding & Intent Inference **Quality Assurance** - Evaluation - Calibration - Reports **Channels** - Voice - Social - Web Chat - Email **Responses** - Personalization - Route To Human - Natural Language Understanding (NLU) **Workforce Management** - Agent Availability - Skills Management - Shift Scheduling - Agent Self-Service - Mobile Access **Platform** - Omnichannel - Mobile Access - Queue Management - Call Routing - Call Back - IVR - Automatic Call Distribution **Customer Support** - Text - Speech - Knowledge Base **Data** - Reliability - Data Security **Generative AI** - AI Text-to-Speech **Generative AI** - AI Text-to-Speech **Generative AI** - AI Text Summarization **Automation - AI Agents** - Sales Follow-Up - Customer Interaction Automation - Lead Generation - Document Processing - Feedback Collection **Engagement** - Feedback - Dashboards - Training **Functions** - Session Routing - Session Queuing - Concurrent Calling - Speech Analytics - Auto Dialer - IVR - Inbound Screen Pop - Persistent Data **Platform** - Conversation Editor - Integration - Human-In-The-Loop **Administration** - Automation - Performance Analysis - Dashboards - Forecasting - Intraday Management **Workforce Management** - Call Monitoring - Performance Evaluation **Automation** - Ticket Resolution - Customization - Intelligent Routing **Interaction** - Complex Query Handling - Natural Conversation - Understanding - Context Management - Customizability **Autonomy - AI Agents** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving **Call Center Infrastructure (CCI)** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Agentic AI - Contact Center** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Task & Flow Management - AI Chatbots** - Scripted Dialogue & Decision Tree Support - Fallback Responses for Unknown Queries **Performance** - Integrations - Compliance **Administrative** - Session Summary Notes - Administrator Access - Reporting & Dashboards - Session Recording - Agent Scheduling and Assignment **Administrative** - Call Recording - Reporting & Dashboards **Artificial Intelligence** - Learning - Language - Conversational AI **Learning** - User Interaction Learning - Error Learning **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - AI Agents** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Deployment & Embedding - AI Chatbots** - API Access for Business System Integration - Web Widget & SDK Embedding **Content Generation** - Creativity - Content Accuracy **Generative AI** - AI Text Generation - AI Text Summarization **Admin & Configuration - AI Chatbots** - No-Code Conversation Design **System** - API Flexibility - Update Frequency and Utility - Cross-Platform Compatibility - Software Integration **Agentic AI - AI Chatbots** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Monitoring & Improvement - AI Chatbots** - Feedback-Driven Response Optimization **Reliability & Safety - AI Chatbots** - Guardrails & Content Controls ## Top Amazon Connect Alternatives - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) - 4.4/5.0 (1,467 reviews) - [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) - 4.1/5.0 (604 reviews) - [Talkdesk](https://www.g2.com/products/talkdesk/reviews) - 4.4/5.0 (2,452 reviews)