--- 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 Reviews & Product Details Claimed ###### Profile Status This profile is currently managed by Amazon Connect but has limited features. Are you part of the Amazon Connect team? [Upgrade your plan](https://sell.g2.com) to enhance your branding and engage with visitors to your profile! 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. * * * Seller [Amazon Web Services (AWS)](https://www.g2.com/sellers/amazon-web-services-aws-3e93cc28-2e9b-4961-b258-c6ce0feec7dd) Discussions [Amazon Connect Community](https://www.g2.com/products/amazon-connect/discuss) Languages Supported German, English, French, Japanese, Korean, Portuguese, Spanish, Chinese (Simplified) Solution Type All-in-One Overview by Ryan Braastad Show More ## Value at a Glance Averages based on real user reviews. ### Time to Implement 4 months ### Return on Investment 19 months [ View More Pricing Information ](https://www.g2.com/products/amazon-connect/pricing) ## Top-Rated Alternatives [ ![Genesys Cloud CX](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "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](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "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](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "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) ## User Insights Average based on 92 real user reviews. Implementation Time 4 months Perceived Cost $$$$$ [Log in to unlock pricing and user insights](/login) ## Amazon Connect Integrations (9) What do users say about integrations? Integration information sourced from real user reviews. [ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Agentforce Sales (formerly Salesforce Sales Cloud) ](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Amazon EventBridge ](https://www.g2.com/products/amazon-eventbridge/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Amazon Simple Notification Service (SNS) ](https://www.g2.com/products/amazon-simple-notification-service-sns/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Deepgram ](https://www.g2.com/products/deepgram/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Python ](https://www.g2.com/products/python/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Rippling ](https://www.g2.com/products/rippling/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Slack ](https://www.g2.com/products/slack/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Zendesk Contact Center ](https://www.g2.com/products/zendesk-contact-center/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Zendesk for Customer Service ](https://www.g2.com/products/zendesk-for-customer-service/reviews) Show More ![Atharva P.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Atharva P.") AP Atharva P. Cloud BI Engineer Enterprise (\> 1000 emp.) 7/30/2026 "Scalable, Intuitive Omnichannel Contact Center with Powerful AI Integrations" 4.5/5 What do you like best about Amazon Connect? 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. What do you dislike about Amazon Connect? 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. What problems is Amazon Connect solving and how is that benefiting you? Amazon Connect replaced traditional on-premises contact centre infrastructure with a cloud-native solution. Example: Customer calls were routed through Contact Flows, authenticated using Amazon Lex, escalated to live agents when required, and analysed using Contact Lens for sentiment and compliance monitoring. This improved customer experience while reducing operational costs. Review collected by and hosted on G2.com. Show More Our network of Icons are G2 members who are recognized for their outstanding contributions and commitment to helping others through their expertise.G2 IconCurrent UserValidated ReviewerIncentivizedSource: G2 invite ![Jenom N.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Jenom N.") JN Jenom N. Co-founder Small-Business (50 or fewer emp.) 5/5/2026 "Scalable Pay-as-You-Go Call Center with Seamless Integrations" 5/5 What do you like best about Amazon Connect? 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. What do you dislike about Amazon Connect? 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. What problems is Amazon Connect solving and how is that benefiting you? Amazon Connect was a timely solution to our need for a remote-friendly, omnichannel customer contact center and lead management solutions. It also enables our agents to work from anywhere with just a browser and a headset. Connect has given our team very good insights into agent performances through its in-built real-time analytics and reporting tools. That's why are always grateful to have transited from the old-styled, on-premises PBX system which was manual to operate, costlier to maintain and difficult to update. Review collected by and hosted on G2.com. Show More 5/7/2026 Current UserValidated ReviewerIncentivizedSource: Organic ![Nadia N.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Nadia N.") NN Nadia N. Freelance Interior Stylist & Designer Small-Business (50 or fewer emp.) 5/23/2026 "Rock-Solid Cloud Calling, But AWS Setup Has a Steep Learning Curve" 3.5/5 What do you like best about Amazon Connect? 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. What do you dislike about Amazon Connect? 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. What problems is Amazon Connect solving and how is that benefiting you? Amazon Connect addresses the core need for a professional, scalable inbound contact framework without requiring an independent business to invest in costly hardware or commit to long-term carrier contracts Review collected by and hosted on G2.com. Show More 5/26/2026 Current UserValidated ReviewerIncentivizedSource: G2 invite ![Mary H.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Mary H.") MH Mary H. Warehouse Associate Mid-Market (51-1000 emp.) 6/7/2026 "Easy, Hassle free human interaction based -Free Cloud Contact Center Management with Amazon Connect" 4.5/5 What do you like best about Amazon Connect? 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. What do you dislike about Amazon Connect? There is nothing I really can think of that I dislike about Amazon connect . Review collected by and hosted on G2.com. What problems is Amazon Connect solving and how is that benefiting you? It helps to connect customers in a reliable and inexpensive calling services that are automated,use the cloud based web services easily it’s one intelligent system that works like a human learning based off your conversations . Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ![Kyle P.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Kyle P.") KP Kyle P. Frontend Developer (Unpaid) Computer Software Small-Business (50 or fewer emp.) 5/19/2026 "Powerful Omnichannel Setup with Amazon Connect, Though Not Without Friction" 3.5/5 What do you like best about Amazon Connect? 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. What do you dislike about Amazon Connect? 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. What problems is Amazon Connect solving and how is that benefiting you? I use Amazon Connect to set up our call center. It works well as an automation system that I can build into my development workflow to help manage calls and support our call center operations. Review collected by and hosted on G2.com. Show More Our network of Icons are G2 members who are recognized for their outstanding contributions and commitment to helping others through their expertise.G2 IconValidated ReviewerIncentivizedSource: G2 invite ![Verified User in Apparel & Fashion](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Apparel & Fashion") AA Verified User in Apparel & Fashion Small-Business (50 or fewer emp.) 5/20/2026 "Easy Setup That Upgraded Our Customer Service System" 4.5/5 What do you like best about Amazon Connect? 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. What do you dislike about Amazon Connect? 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. What problems is Amazon Connect solving and how is that benefiting you? Like I said in the things I like about it Amazon connect upgraded my customer service system by millions of years because it automated everything when before it was just my cellphone number people called. Review collected by and hosted on G2.com. Show More 5/24/2026 Current UserValidated ReviewerIncentivizedSource: G2 invite ![Guadalupe Gilberto X.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Guadalupe Gilberto X.") GX Guadalupe Gilberto X. Customer service repressentative Mid-Market (51-1000 emp.) 5/20/2026 "Incredible quality in international calls and very easy call storage" 5/5 What do you like best about Amazon Connect? 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. What do you dislike about Amazon Connect? All the functions are good for now, I have no complaints. Review collected by and hosted on G2.com. What problems is Amazon Connect solving and how is that benefiting you? My department handles legal and security cases, which is why it is essential to have a communication method that is always available and very reliable. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 inviteAI Translated ![Nikhil S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Nikhil S.") NS Nikhil S. Help Desk Specialist Small-Business (50 or fewer emp.) 5/22/2026 "Steep Learning Curve and Few Out-of-the-Box Features in Amazon Connect" 2/5 What do you like best about Amazon Connect? 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. What do you dislike about Amazon Connect? 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. What problems is Amazon Connect solving and how is that benefiting you? Amazon Connect addresses the complex, rigid, and expensive nature of traditional legacy contact centres. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Emma C.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Emma C.") EC Emma C. Trust & Safety Analyst Mid-Market (51-1000 emp.) 4/23/2026 "High-Quality Calls and Smooth Zendesk Integration, but Extra Tabs Feel Inelegant" 3/5 What do you like best about Amazon Connect? It seamlessly integrates with Zendesk and provides a high quality for calls Review collected by and hosted on G2.com. What do you dislike about Amazon Connect? 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. What problems is Amazon Connect solving and how is that benefiting you? It allows our company employees to make calls within the US from all over the world Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic ![Erick Vincent Steve G.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Erick Vincent Steve G.") EG Erick Vincent Steve G. IT Support I Mid-Market (51-1000 emp.) 1/8/2026 "User-Friendly Platform with Seamless Integration and Outstanding Support" 4.5/5 What do you like best about Amazon Connect? What I appreciate most is the platform's user-friendly approach to building complex conversational AI. The no-code visual builder allowed us to set everything up quickly, and integrating it with our existing tools, such as Zendesk, was effortless. Additionally, their customer support stands out—they are always ready to assist us in optimizing our workflows. Review collected by and hosted on G2.com. What do you dislike about Amazon Connect? While the platform offers robust capabilities, I find that its reporting and analytics tools could be more sophisticated. The essentials are handled effectively, but I would appreciate greater options for in-depth customization, especially when it comes to specific data visualizations. Additionally, since new features are introduced at a rapid pace, the documentation occasionally falls a little behind the most recent updates. Lastly, for very small teams, mastering the advanced multimodal logic can present a noticeable learning curve at the outset. Review collected by and hosted on G2.com. What problems is Amazon Connect solving and how is that benefiting you? The main problem NLX solves for us is the complexity of managing automated customer interactions across different platforms. Before, we struggled with fragmented tools, but NLX allows us to centralize our AI Chatbots into a single, no-code environment. This benefits us by drastically reducing our deployment time—we can now launch or update conversational flows in minutes rather than weeks. Additionally, the platform's ability to seamlessly integrate with our existing systems, like Zendesk and AWS, ensures that our chatbots provide personalized, accurate support 24/7 without needing a large engineering team. Review collected by and hosted on G2.com. Show More Our network of Icons are G2 members who are recognized for their outstanding contributions and commitment to helping others through their expertise.G2 IconValidated ReviewerIncentivizedSource: G2 invite ## Questions about Amazon Connect? Ask real users or explore answers from the community Get practical answers, real workflows, and honest pros and cons from the G2 community or share your insights. [ Ask about Amazon Connect ](https://www.g2.com/products/amazon-connect/discussions/new) ML Marissa Loucks • Last activity over 4 years ago 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 Upvote 1 [ Join the conversation ](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) GU Guest User • Last activity almost 3 years ago What is Amazon Connect used for? 0 Upvotes 1 [ Join the conversation ](https://www.g2.com/discussions/what-is-amazon-connect-used-for) [ View all Discussions ](https://www.g2.com/products/amazon-connect/discuss) ## Pricing Insights Averages based on real user reviews. ### Time to Implement 4 months ### Return on Investment 19 months ### Perceived Cost $$$$$ [ View More Pricing Information ](https://www.g2.com/products/amazon-connect/pricing) Amazon Connect Comparisons ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_e3a8d60332cca437222ea3ba4d00292c/genesys-cloud-cx.png "Product Avatar Image") Genesys Cloud CX 4.4/5(1,558) [ Compare Now ](https://www.g2.com/compare/amazon-connect-vs-genesys-cloud-cx) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_927f66d37532def5fb7c634b71671819/nice-cxone.jpg "Product Avatar Image") NiCE CXone 4.3/5(1,730) [ Compare Now ](https://www.g2.com/compare/amazon-connect-vs-nice-cxone) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_47d3a1103e64b9c2d8d907d26f16e836/twilio-twilio-flex.png "Product Avatar Image") Twilio Flex 4.1/5(36) [ Compare Now ](https://www.g2.com/compare/amazon-connect-vs-twilio-twilio-flex) ##### ##### Amazon Connect Features Channels Voice Live Chat Email Functions Call Routing Session Queuing Concurrent Calling Administrative Session Summary Notes Administrator Access Reporting & Dashboards [ View More Features ](https://www.g2.com/products/amazon-connect/features) ##### 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);)