What I like about Amazon is it's connected to our Database. It works like a house phone, which makes it very user friendly. When we transfer the call, there's a quick list of people you can transfer it too. It's an amazing soft phone, it's a lot easier to handle than the other products. Once the call is done, you hung up and then Voila! It automatically gives you a record of the call in your CRM. You can then put notes, write exactly what happened on the call. It's also an important for Quality Assurance, since it gives you the url of the recorded call, you can review it and use it on any Customer Service Guidelines. Review collected by and hosted on G2.com.

You have to manually delete the special characters, for the call would go through. Review collected by and hosted on G2.com.

Plans that charge you only for those services that you use. Some tools are very nice and helps us in long way. Services like elastic ip and load balancer are very well managed. I personally like using Route53 for manage DNS and other pointing to server related services. Customer support is also a big point where they send you a detailed email about query and they have many documents for support related queries. Last the free trial for 12 months is game changer for small and micro organisations because in one year they certainly decide whether to continue or not. Review collected by and hosted on G2.com.

Costing are very much compare to local providers. If anyone developing conventional app then it might not be best option cost wise. Also the pricing forecast and cost analyser is not accurate. I personally face challenge in creating ssl certificate and use that in node JS and react Js application. Review collected by and hosted on G2.com.

Amazon connect can be helpful for the small businesses, who wants to offer customer service and with minimal resources. They can support customer on call and can also give FAQ answer on calls. it can be used to book an appointment or to know any details. Speech to text can bring more user friendly ness to traditional IVR systems. Review collected by and hosted on G2.com.

While working I never find flaws, sometimes due to noise it can not be that effective as it may take wrong input. Overall it's good for the contact center support. Review collected by and hosted on G2.com.

I really like the real-time and historical metrics that can be put in a dashboard, and I can connect with other software. You don't need to install any additional software you can just start using it right away. The reporting is clean, modern, easily customized and the interface is by far the most simplistic one. Review collected by and hosted on G2.com.

So far not facing any bigger issues with Amazon Connect. Just the option to implement much more is there ... Review collected by and hosted on G2.com.

Amazon connect is super easy to use, lets you not only take calls but track agents and easy search for previous calls. And you can check the metrics daily. Review collected by and hosted on G2.com.

The only thing that I would like to change is the option to stay logged in, you need to log in all over again, every day. Review collected by and hosted on G2.com.

It's very easy to use. Building call flows with UI builder and integration with Lex and Lambda works like charm. Review collected by and hosted on G2.com.

The CCP is too minimal and certain contact center related features are missing Review collected by and hosted on G2.com.

The overall user experience is very good. The setup is quick and easy to follow. The contact flow can be visualized in a form of action block. I can easily develop my call flow by drag and drop. With Amazon S3, call recording is ready to integrate with Amazon Connect. Must mention, great and beautiful integration with CRM like Salesforce. I created my cloud contact center with Salesforce CRM with recording feature just in 2 days! What a amazing platform. Review collected by and hosted on G2.com.

Actually the platform is pretty good. I am looking for more contact center related feature release. E.g. the voicemail box, counting waiting position/ time, barge-in feature for call center manager. i believe those feature will be of great value to Contact Center. Review collected by and hosted on G2.com.

You can make phone calls to another country without any interruptions. The partner on the line will never notice that you are calling from another country since is the same quality as you calling directly from your cellphone. Review collected by and hosted on G2.com.

I can not think of something that I don't what since is really really awesome tool Review collected by and hosted on G2.com.

Cloud Based Contact Centers? Now, Amazon has literally thought of everything!! Take everything fantastic about Amazon technologies and offerings and put them into the contact center. This product is a game changer especially when compared to the archaeic software that's available. It was deployed very quickly and the pricing ensures that you only pay for the usage. Review collected by and hosted on G2.com.

No WFM is provided but you can stream contact data using Amazon Kinesis.

No Outbound capabilities. Review collected by and hosted on G2.com.

It's so simple and easy to use, no previous training needed. Review collected by and hosted on G2.com.

The reports are sometimes not easy to operate, but overall, good. Review collected by and hosted on G2.com.