--- 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(2,583) ](https://www.g2.com/products/talkdesk/reviews) [ View All Alternatives ](https://www.g2.com/products/amazon-connect/competitors/alternatives) ![Verified User in Information Technology and Services](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Information Technology and Services") UI Verified User in Information Technology and Services Enterprise (\> 1000 emp.) 4/28/2022 "Amazon Connect is a great software to speak to clients sitting in another countries." 4.5/5 What do you like best about Amazon Connect? I do not have to use my cellphone to call the customer in America, I can directly use amazon connect to call them on their mobile. There is no other phone or device required. The software on your laptop works like a phone itself. The voice clarity is clear. Review collected by and hosted on G2.com. What do you dislike about Amazon Connect? My Jabra headphone controls don't work with Amazon connect. I have to use the mouse to dial/answer/close the calls. If the headphone controls work then it will become more user-friendly. Review collected by and hosted on G2.com. Recommendations to others considering Amazon Connect: Opt for Amazon connect as it is a desktop software, user-friendly to receive calls, voice clarity is brilliant. Review collected by and hosted on G2.com. What problems is Amazon Connect solving and how is that benefiting you? I can contact customer on their cellphones sitting in their own country. Thanks to Amazon Connect I don't have to use my cellphone for calling clients. Review collected by and hosted on G2.com. Show More 10/28/2022 Current UserValidated ReviewerIncentivizedSource: G2 invite ![Verified User in Newspapers](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Newspapers") AN Verified User in Newspapers Enterprise (\> 1000 emp.) 10/19/2022 "Good Platform!!" 4/5 What do you like best about Amazon Connect? AWS allows us to monitor all calls throughout our network Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. What problems is Amazon Connect solving and how is that benefiting you? It helps solve call solutions and development. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ![Verified User in Leisure, Travel & Tourism](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Leisure, Travel & Tourism") UL Verified User in Leisure, Travel & Tourism Enterprise (\> 1000 emp.) 11/23/2021 "I wish my company would take advantage of \*all\* AWS has to offer!" 4/5 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!!! Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More 5/23/2022 Current UserValidated ReviewerIncentivizedSource: G2 invite ![Verified User in Transportation/Trucking/Railroad](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Transportation/Trucking/Railroad") UT Verified User in Transportation/Trucking/Railroad Enterprise (\> 1000 emp.) 12/30/2021 "Amazon connect" 5/5 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 Review collected by and hosted on G2.com. 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 Review collected by and hosted on G2.com. 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 Review collected by and hosted on G2.com. 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 Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Organic ![Derek V.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Derek V.") DV Derek V. Support Development Program Mid-Market (51-1000 emp.) 11/30/2021 "Great when it works" 3.5/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. 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 Enterprise (\> 1000 emp.) 5/8/2022 "The future voice system" 5/5 What do you like best about Amazon Connect? Easy to manage and interface is very user friendly Review collected by and hosted on G2.com. What do you dislike about Amazon Connect? As it is web based you need to have a stable connection. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More 7/11/2022 Validated ReviewerIncentivizedSource: G2 invite ![Verified User in Retail](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Retail") UR Verified User in Retail Mid-Market (51-1000 emp.) 5/24/2022 "It has it all" 4.5/5 What do you like best about Amazon Connect? How easy it is to find records and pull out reports! Recording availability, call monitoring. Review collected by and hosted on G2.com. What do you dislike about Amazon Connect? Not much to say, it's a very effective software. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Verified User in Leisure, Travel & Tourism](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Leisure, Travel & Tourism") AL Verified User in Leisure, Travel & Tourism Enterprise (\> 1000 emp.) 3/26/2022 "Best when it comes to managing call centers" 5/5 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 Review collected by and hosted on G2.com. 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 Review collected by and hosted on G2.com. 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 Review collected by and hosted on G2.com. Show More 4/2/2023 Validated ReviewerIncentivizedSource: G2 invite ![Verified User in Outsourcing/Offshoring](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Outsourcing/Offshoring") UO Verified User in Outsourcing/Offshoring Enterprise (\> 1000 emp.) 1/21/2022 "Amazon Connect service is great for Cloud contact center operations" 4/5 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. Review collected by and hosted on G2.com. What do you dislike about Amazon Connect? Integrating with legacy on-prem systems may be a bit complicated. Review collected by and hosted on G2.com. Recommendations to others considering Amazon Connect: I recommend trying out Amazon Connect as it is straightforward to set up and run. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Verified User in Insurance](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Insurance") UI Verified User in Insurance Mid-Market (51-1000 emp.) 11/10/2020 "Love Amazon Connect Softphone for our contact center" 5/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Recommendations to others considering Amazon Connect: 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 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. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ##### Categories on G2 [AI Agents For Business Operations](https://www.g2.com/categories/ai-agents-for-business-operations)[AI Chatbots](https://www.g2.com/categories/ai-chatbots)[Contact Center](https://www.g2.com/categories/contact-center) [AI Agents For Business Operations](https://www.g2.com/categories/ai-agents-for-business-operations)[AI Chatbots](https://www.g2.com/categories/ai-chatbots)[Contact Center](https://www.g2.com/categories/contact-center)[Customer Service Automation](https://www.g2.com/categories/customer-service-automation)[Call Center Infrastructure (CCI)](https://www.g2.com/categories/call-center-infrastructure-cci)[Contact Center Quality Assurance](https://www.g2.com/categories/contact-center-quality-assurance)[Contact Center Workforce](https://www.g2.com/categories/contact-center-workforce)[Speech Analytics](https://www.g2.com/categories/speech-analytics) [Show MoreShow Less](javascript:void(0);) ##### Explore More [What release notes management software works best for 50-500 employee organizations in SaaS?](https://www.g2.com/discussions/what-release-notes-management-software-works-best-for-50-500-employee-organizations-in-saas%20)[Which affiliate marketing platform works best for a SaaS company running a mix of influencer, referral and reseller partnerships all under one roof?](https://www.g2.com/discussions/which-affiliate-marketing-platform-works-best-for-a-saas-company-running-a-mix-of-influencer-referral-and-reseller-partnerships-all-under-one-roof)[Which managed mobility services vendors provide the most responsive customer support during critical production incidents?](https://www.g2.com/discussions/which-managed-mobility-services-vendors-provide-the-most-responsive-customer-support-during-critical-production-incidents%20) [What are the best affiliate marketing platforms for a company that wants to launch a partner program quickly without engineering involvement?](https://www.g2.com/discussions/what-are-the-best-affiliate-marketing-platforms-for-a-company-that-wants-to-launch-a-partner-program-quickly-without-engineering-involvement)[What platform provides analytics on visitor traffic patterns?](https://www.g2.com/discussions/what-platform-provides-analytics-on-visitor-traffic-patterns)[Pros and Cons Details](https://www.g2.com/products/amazon-connect/reviews?qs=pros-and-cons) [Show MoreShow Less](javascript:void(0);)