--- title: Amazon Connect Reviews meta\_title: 'Amazon Connect Reviews 2026: Details, Pricing, & Features | G2' meta\_description: Filter 92 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: 92 scale: '5' date\_modified: '2026-08-09' parent\_category: name: Call & Contact Center url: https://www.g2.com/categories/call-contact-center --- ### Amazon Connect Pros and Cons: Top 5 Advantages and Disadvantages #### Quick AI Summary Based on G2 Reviews Generated from real user reviews Users appreciate the **ease of use** in Amazon Connect, enjoying seamless setup, reporting, and cloud-based flexibility. [(11 mentions)](https://www.g2.com/products/amazon-connect/reviews?filters%5Bsentiment_snippet%5D=1521828&qs=pros-and-cons#reviews) Users value the **efficiency** of Amazon Connect, praising its ease of use and powerful cloud-based capabilities. [(6 mentions)](https://www.g2.com/products/amazon-connect/reviews?filters%5Bsentiment_snippet%5D=2174576&qs=pros-and-cons#reviews) Users value the **flexibility and scalability** of Amazon Connect, enabling easy customization for cloud contact centers. [(5 mentions)](https://www.g2.com/products/amazon-connect/reviews?filters%5Bsentiment_snippet%5D=2174524&qs=pros-and-cons#reviews) Users value the **easy setup** of Amazon Connect, enabling rapid implementation and scalability for diverse business needs. [(5 mentions)](https://www.g2.com/products/amazon-connect/reviews?filters%5Bsentiment_snippet%5D=2001333&qs=pros-and-cons#reviews) Users love the **ease of use and powerful reporting features** of Amazon Connect, enhancing customer experience significantly. [(5 mentions)](https://www.g2.com/products/amazon-connect/reviews?filters%5Bsentiment_snippet%5D=2001336&qs=pros-and-cons#reviews) Users find the **setup and management complex** , particularly those lacking deep AWS experience and needing additional configurations. [(3 mentions)](https://www.g2.com/products/amazon-connect/reviews?filters%5Bsentiment_snippet%5D=2245332&qs=pros-and-cons#reviews) Users find the **setup and management complex** , particularly for teams lacking AWS experience, which can hinder usability. [(3 mentions)](https://www.g2.com/products/amazon-connect/reviews?filters%5Bsentiment_snippet%5D=2245157&qs=pros-and-cons#reviews) Users find the **difficult setup** to be a barrier, especially without prior AWS experience for configuration. [(3 mentions)](https://www.g2.com/products/amazon-connect/reviews?filters%5Bsentiment_snippet%5D=2245224&qs=pros-and-cons#reviews) Users report needing significant **improvements in documentation and integration stability** for a smoother experience with Amazon Connect. [(3 mentions)](https://www.g2.com/products/amazon-connect/reviews?filters%5Bsentiment_snippet%5D=2245314&qs=pros-and-cons#reviews) Users find the **initial difficulties** in setup and management of Amazon Connect challenging, especially without AWS experience. [(3 mentions)](https://www.g2.com/products/amazon-connect/reviews?filters%5Bsentiment_snippet%5D=2245238&qs=pros-and-cons#reviews) ### 5 Pros or Advantages of Amazon Connect ##### 1. Ease of Use Users appreciate the **ease of use** in Amazon Connect, enjoying seamless setup, reporting, and cloud-based flexibility. [ See 11 mentions ](https://www.g2.com/products/amazon-connect/reviews?filters%5Bsentiment_snippet%5D=1521828&qs=pros-and-cons#reviews) See Related User Reviews ![Nikki K.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Nikki K.") NK Nikki K. Mid-Market (51-1000 emp.) 5.0/5 "Easy to Use with Live Call Listening and Effortless Reporting" What do you like about Amazon Connect? Easy use, live listening calls, easy report building, easy export ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U Verified User Mid-Market (51-1000 emp.) 4.5/5 "Amazon Q in Connect: Easy AI Agent Design, Smooth Implementation, Great Support" What do you like about Amazon Connect? The Amazon Q in connect feature, The AI agent designer that helps to make a AI in amazon connect and also the contact flows with proper updated and al ##### 2. Efficiency Users value the **efficiency** of Amazon Connect, praising its ease of use and powerful cloud-based capabilities. [ See 6 mentions ](https://www.g2.com/products/amazon-connect/reviews?filters%5Bsentiment_snippet%5D=2174576&qs=pros-and-cons#reviews) See Related User Reviews ![Nikki K.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Nikki K.") NK Nikki K. Mid-Market (51-1000 emp.) 5.0/5 "Easy to Use with Live Call Listening and Effortless Reporting" What do you like about Amazon Connect? Easy use, live listening calls, easy report building, easy export ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U Verified User Mid-Market (51-1000 emp.) 4.5/5 "Amazon Q in Connect: Easy AI Agent Design, Smooth Implementation, Great Support" What do you like about Amazon Connect? The Amazon Q in connect feature, The AI agent designer that helps to make a AI in amazon connect and also the contact flows with proper updated and al ##### 3. Customization Users value the **flexibility and scalability** of Amazon Connect, enabling easy customization for cloud contact centers. [ See 5 mentions ](https://www.g2.com/products/amazon-connect/reviews?filters%5Bsentiment_snippet%5D=2174524&qs=pros-and-cons#reviews) See Related User Reviews ![Elizabeth H.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Elizabeth H.") EH Elizabeth H. Small-Business (50 or fewer emp.) 5.0/5 "Amazon Connect: Flexible, Scalable Cloud Contact Center with Seamless AWS Integration" What do you like about Amazon Connect? I like that Amazon Connect is flexible and scalable—it lets teams quickly build, customize, and scale a cloud contact center while integrating easily ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U Verified User Mid-Market (51-1000 emp.) 4.5/5 "Amazon Q in Connect: Easy AI Agent Design, Smooth Implementation, Great Support" What do you like about Amazon Connect? The Amazon Q in connect feature, The AI agent designer that helps to make a AI in amazon connect and also the contact flows with proper updated and al ##### 4. Easy Setup Users value the **easy setup** of Amazon Connect, enabling rapid implementation and scalability for diverse business needs. [ See 5 mentions ](https://www.g2.com/products/amazon-connect/reviews?filters%5Bsentiment_snippet%5D=2001333&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U Verified User Mid-Market (51-1000 emp.) 4.5/5 "Amazon Q in Connect: Easy AI Agent Design, Smooth Implementation, Great Support" What do you like about Amazon Connect? The Amazon Q in connect feature, The AI agent designer that helps to make a AI in amazon connect and also the contact flows with proper updated and al ![Leigh H.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Leigh H.") LH Leigh H. Mid-Market (51-1000 emp.) 4.5/5 "Superior Remote Customer Service Tool with Low Latency" What do you like about Amazon Connect? We use it for customer service. Being that I work remotely, I have used many alternatives, and Amazon Connect is superior and has lower latency. Very ##### 5. Features Users love the **ease of use and powerful reporting features** of Amazon Connect, enhancing customer experience significantly. [ See 5 mentions ](https://www.g2.com/products/amazon-connect/reviews?filters%5Bsentiment_snippet%5D=2001336&qs=pros-and-cons#reviews) See Related User Reviews ![Nikki K.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Nikki K.") NK Nikki K. Mid-Market (51-1000 emp.) 5.0/5 "Easy to Use with Live Call Listening and Effortless Reporting" What do you like about Amazon Connect? Easy use, live listening calls, easy report building, easy export ![Daniel D.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Daniel D.") DD Daniel D. Mid-Market (51-1000 emp.) 5.0/5 "Amazon Connect Awesome Experience" What do you like about Amazon Connect? Help our company to keep track of time. It is easy to integrate with other platforms. Has a good number of features and it is easy of use. ### 5 Cons or Disadvantages of Amazon Connect ##### 1. Complex Features Users find the **setup and management complex** , particularly those lacking deep AWS experience and needing additional configurations. [ See 3 mentions ](https://www.g2.com/products/amazon-connect/reviews?filters%5Bsentiment_snippet%5D=2245332&qs=pros-and-cons#reviews) See Related User Reviews ![Elizabeth H.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Elizabeth H.") EH Elizabeth H. Small-Business (50 or fewer emp.) 5.0/5 "Amazon Connect: Flexible, Scalable Cloud Contact Center with Seamless AWS Integration" What do you dislike about Amazon Connect? It can feel complex to set up and manage, especially for teams without deep AWS experience, and some advanced features require extra configuration or ![Ian H.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Ian H.") IH Ian H. Enterprise (\> 1000 emp.) 4.0/5 "Enhanced AI based call summaries" What do you dislike about Amazon Connect? Initial learning curve takes a fair amount of tweaking, but it does appear that there are options and support needed for the functionality desired. ##### 2. Complexity Users find the **setup and management complex** , particularly for teams lacking AWS experience, which can hinder usability. [ See 3 mentions ](https://www.g2.com/products/amazon-connect/reviews?filters%5Bsentiment_snippet%5D=2245157&qs=pros-and-cons#reviews) See Related User Reviews ![Elizabeth H.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Elizabeth H.") EH Elizabeth H. Small-Business (50 or fewer emp.) 5.0/5 "Amazon Connect: Flexible, Scalable Cloud Contact Center with Seamless AWS Integration" What do you dislike about Amazon Connect? It can feel complex to set up and manage, especially for teams without deep AWS experience, and some advanced features require extra configuration or SB Sarita B. Small-Business (50 or fewer emp.) 4.5/5 "simple to use and cost-effective" What do you dislike about Amazon Connect? For basic use things are OK and you can use easily, but as soon as you want to do somthing brefily you need good technical AWS skills and there suppor ##### 3. Difficult Setup Users find the **difficult setup** to be a barrier, especially without prior AWS experience for configuration. [ See 3 mentions ](https://www.g2.com/products/amazon-connect/reviews?filters%5Bsentiment_snippet%5D=2245224&qs=pros-and-cons#reviews) See Related User Reviews ![Elizabeth H.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Elizabeth H.") EH Elizabeth H. Small-Business (50 or fewer emp.) 5.0/5 "Amazon Connect: Flexible, Scalable Cloud Contact Center with Seamless AWS Integration" What do you dislike about Amazon Connect? It can feel complex to set up and manage, especially for teams without deep AWS experience, and some advanced features require extra configuration or ![Ian H.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Ian H.") IH Ian H. Enterprise (\> 1000 emp.) 4.0/5 "Enhanced AI based call summaries" What do you dislike about Amazon Connect? Initial learning curve takes a fair amount of tweaking, but it does appear that there are options and support needed for the functionality desired. ##### 4. Improvements Needed Users report needing significant **improvements in documentation and integration stability** for a smoother experience with Amazon Connect. [ See 3 mentions ](https://www.g2.com/products/amazon-connect/reviews?filters%5Bsentiment_snippet%5D=2245314&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U Verified User Mid-Market (51-1000 emp.) 4.5/5 "Amazon Q in Connect: Easy AI Agent Design, Smooth Implementation, Great Support" What do you dislike about Amazon Connect? The Amazon Q connect block was not there in the contact flow to add but in all the documentation and everywhere they have mentioned it and also later ![Dev M.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Dev M.") DM Dev M. Mid-Market (51-1000 emp.) 4.0/5 "Amazon Connect–Amazon Q–Salesforce integration: solid potential after Salesforce auth hiccups" What do you dislike about Amazon Connect? Amazon Connect implementation docs do not give proper information to implement custom functionality, and basic information is also ##### 5. Initial Difficulties Users find the **initial difficulties** in setup and management of Amazon Connect challenging, especially without AWS experience. [ See 3 mentions ](https://www.g2.com/products/amazon-connect/reviews?filters%5Bsentiment_snippet%5D=2245238&qs=pros-and-cons#reviews) See Related User Reviews ![Elizabeth H.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Elizabeth H.") EH Elizabeth H. Small-Business (50 or fewer emp.) 5.0/5 "Amazon Connect: Flexible, Scalable Cloud Contact Center with Seamless AWS Integration" What do you dislike about Amazon Connect? It can feel complex to set up and manage, especially for teams without deep AWS experience, and some advanced features require extra configuration or ![Ian H.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Ian H.") IH Ian H. Enterprise (\> 1000 emp.) 4.0/5 "Enhanced AI based call summaries" What do you dislike about Amazon Connect? Initial learning curve takes a fair amount of tweaking, but it does appear that there are options and support needed for the functionality desired. ## Top-Rated Alternatives [ ![Genesys Cloud CX](https://images.g2crowd.com/uploads/product/hd_favicon/cca7778a7f52f5a71782576104666b99/genesys-cloud-cx.svg "Genesys Cloud CX") Genesys Cloud CX 4.4/5(1,558) ](https://www.g2.com/products/genesys-cloud-cx/reviews) [ ![Five9 Intelligent Cloud Contact Center Platform](https://images.g2crowd.com/uploads/product/hd_favicon/e0ad7f44157bc23e8fc8399905b408a0/five9-intelligent-cloud-contact-center-platform.svg "Five9 Intelligent Cloud Contact Center Platform") Five9 Intelligent Cloud Contact Center Platform 4.1/5(625) ](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) [ ![Talkdesk](https://images.g2crowd.com/uploads/product/hd_favicon/e5d8a3a3c9ff90541ffb5e4cf13b063f/talkdesk.svg "Talkdesk") Talkdesk 4.4/5(2,582) ](https://www.g2.com/products/talkdesk/reviews) [ View All Alternatives ](https://www.g2.com/products/amazon-connect/competitors/alternatives) ![Frances Maxine M.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Frances Maxine M.") FM Frances Maxine M. Customer Care Mid-Market (51-1000 emp.) 10/28/2022 Business partner of the seller or seller's competitor, not included in G2 scores. "Amazon Connect" 5/5 What do you like best about Amazon Connect? You no longer need to search for the phone numbers on google since Amazon helps us to easily call the service providers by using their quick connects feature and it's just one click away. Review collected by and hosted on G2.com. What do you dislike about Amazon Connect? As of right now, I don't see any downsides to Amazon Connect because all of its functions are actually useful. If any case that there will be an issue, I am sure that they can immediately resolve it. Review collected by and hosted on G2.com. What problems is Amazon Connect solving and how is that benefiting you? The area code for the number is automatically provided to you by Amazon Connect, which also assists us in identifying the country we are calling and you don't need to waste much time searching of it. Review collected by and hosted on G2.com. Show More 10/29/2022 Current UserValidated ReviewerSource: Organic Review from User Profile ![Dominick O.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Dominick O.") DO Dominick O. Customer Care Mid-Market (51-1000 emp.) 10/16/2022 "Amazon Connect as one of the best platform for BPO" 5/5 What do you like best about Amazon Connect? I do like Amazon Connect and my favorite application for BPO. Amazon Connect makes me connect to the whole world, which helps me improve my communication skills worldwide. I will recommend Amazon Connect to others as well. Review collected by and hosted on G2.com. What do you dislike about Amazon Connect? None. Amazon connect suits me well. No problem at all. Based on my previous work, there are a lot of problems I encounter having call application but through this application, I considered this application as beginner friendly. Review collected by and hosted on G2.com. What problems is Amazon Connect solving and how is that benefiting you? Amazon Connect solves my problem quick and efficiently. It benefits me by making things sorted out with one call and click. I love this product which makes my daily work easier and faster. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic WN William N. Team Lead Mid-Market (51-1000 emp.) 10/9/2022 Business partner of the seller or seller's competitor, not included in G2 scores. "AWS is simple to use" 3.5/5 What do you like best about Amazon Connect? Amazon Connect has a simple interface and also it is very complete. It has all the relevant data you may require to track down agents' progress and analyze the interactions they handle, providing helpful data. Review collected by and hosted on G2.com. What do you dislike about Amazon Connect? I think they could improve the AI system. This is because the transcript of the calls is not accurate at all even when the conversation could be understood clearly. Review collected by and hosted on G2.com. What problems is Amazon Connect solving and how is that benefiting you? When trying to coach agents to improve the way they handle the interactions by providing them feedback, Amazon Connect is able to provide information such as the non-talk time, hold time, and duration time, to find the areas of opportunities for each interaction. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ![Xiaoyu L.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Xiaoyu L.") XL Xiaoyu L. Production Services Lead Enterprise (\> 1000 emp.) 5/25/2022 "Recommended to large scale business" 4.5/5 What do you like best about Amazon Connect? We don't have to take care of the data of the callings, it's all on Amazon AWS. Easy to integrate and deploy to production. Review collected by and hosted on G2.com. What do you dislike about Amazon Connect? I haven't see anything I don't like yet. Review collected by and hosted on G2.com. What problems is Amazon Connect solving and how is that benefiting you? Lower the cost and makes the business more effective. We don't have to maintain the data by ourselves, everything is on AWS. We just need to focus on the customers service itself, also easy for call center staff to pick up. Review collected by and hosted on G2.com. Show More 5/31/2022 Validated ReviewerIncentivizedSource: G2 invite ![Raghu n.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Raghu n.") RN Raghu n. AWS Connect||AWS Developer Small-Business (50 or fewer emp.) 11/7/2022 Business partner of the seller or seller's competitor, not included in G2 scores. "I develop contact centre solutions using amazon connect" 5/5 What do you like best about Amazon Connect? Its easy to develop and we can integrate with other applications seamless providing best experience for both developers and customers. Compared to other OEM aws connect is the best. Review collected by and hosted on G2.com. What do you dislike about Amazon Connect? The UI keeps changing and there are minor bugs with new releases except that there's nothing to complain. With respect to documentation wish they keep updating with respect to new features. Review collected by and hosted on G2.com. What problems is Amazon Connect solving and how is that benefiting you? It was painful to establish and develop on premise contact centre solutions but now with Amazon connect everything is so much better for both development and maintenance. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Verified User in Information Technology and Services](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Information Technology and Services") AI Verified User in Information Technology and Services Small-Business (50 or fewer emp.) 11/9/2022 Business partner of the seller or seller's competitor, not included in G2 scores. "Definitely it's a way for contact center automation." 4.5/5 What do you like best about Amazon Connect? For developers, it is very intuitive to build the flows based on the use case. For simple flow creation, there would be no need for any hard-core technical skills. Review collected by and hosted on G2.com. What do you dislike about Amazon Connect? To an extent, the NLP ability of Amazon Connect is able to work out by NLU capabilities in LEX. There are provisions for routing the calls based on the context/intent. Hope we could have provision for call routing based on slot values obtained alone(instead of having it linked with the intent). Review collected by and hosted on G2.com. What problems is Amazon Connect solving and how is that benefiting you? Definitely, it is an option for contact center automation. And helps in managing the agent profiles and the working hours of the agent and supervisor... what not! Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Ayesa Khaila P.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Ayesa Khaila P.") AP Ayesa Khaila P. Travel Consultant Mid-Market (51-1000 emp.) 10/18/2022 "Amazon Connect" 5/5 What do you like best about Amazon Connect? Being able to get in touch with the client all over the world without any problem Review collected by and hosted on G2.com. What do you dislike about Amazon Connect? None since all the things that Amazon shows is important Review collected by and hosted on G2.com. What problems is Amazon Connect solving and how is that benefiting you? I don't have any problem on using Amazon Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic ZA Zeeshan A. Project manager Small-Business (50 or fewer emp.) 11/7/2022 "Amazon connect is a perfect omni channel for any contact" 5/5 What do you like best about Amazon Connect? Hierarchy is the best and easiest way to manage and monitoring team stats Review collected by and hosted on G2.com. What do you dislike about Amazon Connect? Reportings Are not very much understandable. You must provide some formulas along the report that is being used to calculate on any report. Review collected by and hosted on G2.com. What problems is Amazon Connect solving and how is that benefiting you? Voice call outbound campaign. Did that with the help of lambda function placing callback against every number the lambda is runned for. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Verified User in Banking](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Banking") IB Verified User in Banking Enterprise (\> 1000 emp.) 4/29/2022 "Asynchronous chat facility for banking profile" 4.5/5 What do you like best about Amazon Connect? Amazing chat facility for banks across the globe. It makes sure that anyone can access any chat and start typing from there. No need to look for history just scroll down and you'll get to know everything about it. Can be used on any browser. It reflects the timescale for the customer when someone connects or leaves the chat so that, once can resume their work and only be available on the banking app when someone enters the chat. basic features are available like emojis and standard templates. Review collected by and hosted on G2.com. What do you dislike about Amazon Connect? The following points were noted while using the application: - Does have restrictions to use special characters such as the pound or dollar signs which does not shorten the conversation. - From an employee perspective, chat gets disposed of if by mistake click on end chat. Need to have returned to chat feature available. - chat gets ended without writing anything to stakeholders/clients. Should have restrictions - word bandwidth should be increased from 1024 to 2000 - Chat should not be autoclosed. It should give a warning before closing the chat from a customer or employee perspective so that, one should be treated as not being acknowledged Review collected by and hosted on G2.com. What problems is Amazon Connect solving and how is that benefiting you? IT helps to connect with the customer via chat or telephone whether you're in the office or work from home. It can be easily accessible through the remote network and provide an easy interface. Benefits of this application: - Can accept multiple calls and messages - Give/show timelines to everyone who has been answered or who requires more time to deal with it. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ![Verified User in Food & Beverages](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Food & Beverages") UF Verified User in Food & Beverages Mid-Market (51-1000 emp.) 4/20/2022 "Amazon Connect" 4.5/5 What do you like best about Amazon Connect? I like how the software is easy to answer calls on. It's easy to look up previous phone calls in the system. The system itself is pretty fast and definitely is a great option for a company who has a call center. Review collected by and hosted on G2.com. What do you dislike about Amazon Connect? I disliked the "callback" options feature. Sometimes it was overwhelming answering calls that no longer needed to be assisted. It backed up the entire center and we couldn't assist the people who needed the most assistance. Review collected by and hosted on G2.com. Recommendations to others considering Amazon Connect: I wish there was an option to be able to post my account notes when answering phone calls. Review collected by and hosted on G2.com. What problems is Amazon Connect solving and how is that benefiting you? We were able to assist calls at a fast pace and solve order problems intermittently at the same time. It takes calls at an alarmingly fast speed. It's a great call center option. Review collected by and hosted on G2.com. 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