--- 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 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=4§ion=pricing&secure%5Bexpires_at%5D=2026-07-25+08%3A25%3A43+-0500&secure%5Bsession_id%5D=5b3a4a24-028c-4e5f-a83a-f2c674dd1b3c&secure%5Btoken%5D=9e74335688f05d0f9b4ccbf886a7f504999fdfcf245be1d0caad6f58ecaa0c89&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 (1,468 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 (2,453 reviews)