Amazon Connect Reviews & Product Details

Amazon Connect provides a highly scalable cloud contact centre platform with minimal operational overhead. I particularly like Contact Flows, Queues, Routing Profiles, Amazon Lex integration, Contact Lens, Customer Profiles, and Tasks, which enable organisations to build intelligent omnichannel customer support without managing traditional call centre infrastructure.

The UI is intuitive, especially for designing call flows visually, and scaling is automatic. Performance is excellent even during seasonal traffic spikes, while AI integrations with Lex and Contact Lens improve customer self-service and agent productivity. The pay-as-you-go pricing model also delivers strong ROI compared to traditional contact centre solutions. Review collected by and hosted on G2.com.

Complex IVR workflows and enterprise routing logic can become difficult to maintain. Custom reporting often requires integrating with QuickSight or external BI platforms beyond the built-in dashboards. Review collected by and hosted on G2.com.

Our call center on Amazon Connect's platform has the ability to scale up or down instantly based on the volume of calls, which is a game-changer for us. Regardless of the number of agents we have online, the AI system handles it without the need for hardware upgrades.

Unlike the "old school" call providers who used to charge per seat, Amazon Connect only charges for what we use. This billing model has significantly reduced our admin and overhead costs.

It connects seamlessly with other AWS services like S3 for call recordings, Lex for AI chatbots, and Kinesis for real-time data streaming. It is super easy to integrate with many external providers' platforms too, such as Deepgram, Salesforce, and more.

The Contact Flow Editor is one of our fun tools. You can play around with building simple to complex IVR flows using a visual drag-and-drop interface, which greatly increases live deployment to the call center. Review collected by and hosted on G2.com.

The user interface and stats hub sometimes feel a bit pre-modern when compared to modern SaaS competitors like Retell AI.

Mastering the the basic tools seems easy, but implementing advanced features often requires a deeper understanding of the inter-connected AWS Connect ecosystem, especially the Lambda functions.

Since it is fully web-based, the quality of calls is largely depends on a very good internet connectivity. Once in a while, we can confirm to have experienced dropped calls during peak times.

For AWS Support, the new AI-based system has really slowed down the response times for us but that's not much of a worry because we are now used to the platform. Review collected by and hosted on G2.com.

The best thing about Amazon Connect is its outstanding stability and its clean, browser-based interface. Since it runs entirely in the cloud via WebRTC, I can manage client interactions and campaign support inquiries smoothly from my workstation, without dropped calls or noticeable audio lag. Review collected by and hosted on G2.com.

Navigating the Amazon Web Services console just to adjust basic routing profiles or change contact flows takes a steep learning curve. I would love to see a more streamlined, simplified dashboard interface specifically tailored for smaller business users who don't have a team of developers. Review collected by and hosted on G2.com.

I like how easy Amazon Connect is to set up and manage. It brings customer interactions into one place and offers good flexibility, scalability and integration with other AWS services. Review collected by and hosted on G2.com.

The learning curve can be little steep at first, especially when setting up advanced configuration and integration with other AWS services. Review collected by and hosted on G2.com.

Amazon connect provides a easy , non hassle way to use a software product that is cloud based where you can manage the web interface ( for business) without needing infrastructure. Review collected by and hosted on G2.com.

There is nothing I really can think of that I dislike about Amazon connect . Review collected by and hosted on G2.com.

Amazon Connect allows me to set up a call center to handle calls, texts, AI chats, chats, tasks, queues, and more. I’m able to implement it into my web and app development builds, which makes it easier to bring these communication features together in one place. Review collected by and hosted on G2.com.

Amazon Connect was very difficult to use at first, but after I started using the available tools and customer service support, I was able to get it working within my development build. Review collected by and hosted on G2.com.

It’s a very easy set up that helps with my company’s customer service because before it was just my phone number and now I got a whole system for it Review collected by and hosted on G2.com.

The ai bugs that sometime occur it’s very frustrating because it takes a while for them to be fixed and the customers view me as the problem Review collected by and hosted on G2.com.

You can call internationally (Australia) and the quality is incredible. Additionally, the calls are stored very easily. Review collected by and hosted on G2.com.

All the functions are good for now, I have no complaints. Review collected by and hosted on G2.com.

absolute best aspect of Amazon Connect is its deep, native integration with the broader AWS ecosystem, which allows users to build a fully customized, highly intelligent contact centre without traditional telephony limitations. Review collected by and hosted on G2.com.

The primary drawback of Amazon Connect is its steep technical learning curve and lack of "out-of-the-box" features, meaning that it functions more like a toolkit for building a contact center rather than a complete software solution right from the start Review collected by and hosted on G2.com.

It seamlessly integrates with Zendesk and provides a high quality for calls Review collected by and hosted on G2.com.

When I log in to Zendesk, I dislike that Amazon Connect opens another tab and that the tab needs to fully load before closing. It is a small thing but a bit inelegent Review collected by and hosted on G2.com.