# ConnectPath CX Reviews **Vendor:** CloudHesive **Category:** [Contact Center Software](https://www.g2.com/categories/contact-center) **Average Rating:** 4.6/5.0 **Total Reviews:** 24 ## About ConnectPath CX ConnectPath CX is a contact center as a service (CCaaS) platform powered by Amazon Connect that combines a full-featured agent call control and supervisor interface with a rich library of cloud services at an extremely affordable pay-per-use price. Unlike expensive and time-consuming custom development, ConnectPath deploys immediately, enhances the expanding capabilities of Amazon Connect, and costs a fraction of traditional solutions. ConnectPath is the standard for Amazon Connect implementations. uJet Symbee PACE NeonNow Nice CX ## ConnectPath CX Pros & Cons **What users like:** - Users appreciate the **easy integrations** of ConnectPath CX, enjoying seamless connectivity and improved workflow efficiency. (2 reviews) - Users appreciate the **seamless integrations** of ConnectPath CX, enhancing the overall user experience and productivity. (2 reviews) - Users appreciate the **clean and user-friendly interface** of ConnectPath CX, enhancing navigation and overall experience. (2 reviews) - Users appreciate the **improved analytics and customization options** in ConnectPath CX, enhancing flexibility for all users. (1 reviews) - Users value the **connectivity features** of ConnectPath CX, enhancing user experience with improved analytics and customization. (1 reviews) - Users appreciate the **user-friendly interface** of ConnectPath CX, enhancing navigation and efficiency during busy shifts. (1 reviews) - Customer Satisfaction (1 reviews) - Users appreciate the **exceptional customer support** of ConnectPath CX, highlighting timely resolutions and smooth user experience. (1 reviews) - Customization (1 reviews) - Users appreciate the **clean and modern dashboard** of ConnectPath CX, enhancing analytics and tracking team progress effortlessly. (1 reviews) **What users dislike:** - Users find the **need for improved training resources** essential for better adaptation to ConnectPath CX's features. (1 reviews) - Users report **usability issues** with ConnectPath CX, as updates often disrupt previously functioning features. (1 reviews) ## ConnectPath CX Reviews ### 1. Contact Centre Configuration Engineer **Rating:** 5.0/5.0 stars **Reviewed by:** Lucky J. | Contact Centre Configuration Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** September 04, 2024 **What do you like best about ConnectPath CX?** One of the standout features I really like about ConnectPath CX is the clean and modern interface especially the dashboard view. Overall, the improved analytics and customization options offer greater flexibility for both admins and customers. **What do you dislike about ConnectPath CX?** Additionally, while the platform is feature-rich, it can take some time for agents to fully adapt — so more tailored training or onboarding resources would be beneficial. **What problems is ConnectPath CX solving and how is that benefiting you?** It is unified experience, ensuring that customers can seamlessly switch between channels (chat, phone, email, social media) without losing context, creating a smoother journey. ### 2. Fantastic Team **Rating:** 4.0/5.0 stars **Reviewed by:** Shweta K. | Managed Services Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** September 04, 2024 **What do you like best about ConnectPath CX?** One thing I really like about the new ConnectPath CX is how much smoother and more user-friendly the interface feels. It’s a lot easier to navigate, and that makes a big difference during busy shifts. **What do you dislike about ConnectPath CX?** One thing that made me like ConnectPath CX a bit less is that with almost every new release, something that was already working tends to break. **What problems is ConnectPath CX solving and how is that benefiting you?** ConnectPath CX streamlines customer interactions and automates workflows, saving time and reducing complexity. It also enhances data integration, leading to improved decision-making and a better customer experience. ### 3. ConnectPath opt for Amazan Connect **Rating:** 4.0/5.0 stars **Reviewed by:** Mujaheer S. | Senior Unified Communcations Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** September 03, 2024 **What do you like best about ConnectPath CX?** ConnectPath has become an integral part of our customers' operations. I think ConnectPath understands the intricacies of how Amazon Connect and its API work, and they are making the best use of this Amazon Cloud Contact Center solution, from essential to advanced features. Its user-friendly interface is loved by our customers, and in fact, some customers don't even realize it operates on top of Amazon Connect. All in all, I appreciate how ConnectPath strives to keep the application up-to-date, and their timely resolution of any minor software-related issues is amazing. Keep up the good work! **What do you dislike about ConnectPath CX?** Nothing major, however, we did receive a few customer complaints about the historical report formatting, where it prints 'NA' for certain data metrics. **What problems is ConnectPath CX solving and how is that benefiting you?** There are quite a few feature that ConnectPath offers which includes Blind Tranfer, Ad-Hoc holiday schedules, soft ringtones, fancy looking interface. ### 4. We love Connect Path **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Accounting | Mid-Market (51-1000 emp.) **Reviewed Date:** September 09, 2024 **What do you like best about ConnectPath CX?** Visual Dashboard, great for watching teams progress at a glance. **What do you dislike about ConnectPath CX?** Sometimes the reports aren't always in sync with Amazon Reports. **What problems is ConnectPath CX solving and how is that benefiting you?** Tracking the teams progress ### 5. System glitches **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Automotive | Mid-Market (51-1000 emp.) **Reviewed Date:** May 14, 2024 **What do you like best about ConnectPath CX?** Easy to read for our agents, I like how you can categorize them. **What do you dislike about ConnectPath CX?** System issues, It will disconnect from calls or will not load properly. **What problems is ConnectPath CX solving and how is that benefiting you?** They haven't that I have seen. **Official Response from Patrick Hannah:** > We believe we know the customer who reported this issue and discussed with their leadership. The conclusion is that the system issues are outside of the control of our application and are driven by configuration/specifications of the equipment and/or connectivity used to access our application. ### 6. ConnectPath review **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** January 31, 2024 **What do you like best about ConnectPath CX?** ConnectPath is so ease toi navigate that's why I like it **What do you dislike about ConnectPath CX?** maybe because of pc specs, it so slow to load **What problems is ConnectPath CX solving and how is that benefiting you?** it solves the problem that we cant monitor the queue and our survey returns, it helps us to monitor both of that **Official Response from Jim Walker:** > Thank you for your review. We appreciate your business and feedback ! ### 7. Connectpath and customer service **Rating:** 5.0/5.0 stars **Reviewed by:** Nidhi N. | Small-Business (50 or fewer emp.) **Reviewed Date:** August 29, 2023 **What do you like best about ConnectPath CX?** -Easy to make calls - Tracks inbound and outbound calls - Good internal team chat interface **What do you dislike about ConnectPath CX?** - Lead conversions and the step-by-step progress of each person who books a dream job session should be better captured for easy access and follow-ups for everyone. - The homepage is not relevant to a customer service person. - The reporting tab is not relevant or useful. **What problems is ConnectPath CX solving and how is that benefiting you?** Solve the task of reaching out to customers and showcasing products through the website for purchase. ### 8. A lot of issues with the platform. **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Medical Devices | Mid-Market (51-1000 emp.) **Reviewed Date:** September 01, 2023 **What do you like best about ConnectPath CX?** It's cool that this exists. It can be helpful and it allows me to view what my team is doing at all times so I like that about it. I also like that we can move our statuses. **What do you dislike about ConnectPath CX?** It it laggy and calls drop all the time. The calls sometimes stay refreshing or they drop so that does not help us assist our customers to the best of ou ability. **What problems is ConnectPath CX solving and how is that benefiting you?** It allows us to reach our contacts quickly and to the best of our ability. We are able to record who we have called so that really helps for future references. **Official Response from Patrick Hannah:** > Thank you for your feedback! Your experience is counter to that of other customers. I believe I know the organization you are with and we are working with leaders within your organization to review your organization's configuration and determine what steps can be taken to address the root cause effectively. ### 9. easy to navigate **Rating:** 5.0/5.0 stars **Reviewed by:** Yaneza R. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 30, 2023 **What do you like best about ConnectPath CX?** easy to use, easy to understand, helpful for work **What do you dislike about ConnectPath CX?** I have not had any issues, I cannot say I dislike anything about it **What problems is ConnectPath CX solving and how is that benefiting you?** assisting me in contacting people ### 10. ConnectPath CX is very easy to use **Rating:** 5.0/5.0 stars **Reviewed by:** Clyde B. | Human Resources Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** August 27, 2023 **What do you like best about ConnectPath CX?** Its very easy to log into. I havent had anyissues logging in to this site. **What do you dislike about ConnectPath CX?** I havent found anything that I dislike about ConnectPath CX yet. **What problems is ConnectPath CX solving and how is that benefiting you?** The ability to handle and track inbound and outbound phone call. ### 11. Dextr and CloudHesive saved my Amazon Connect deployment! **Rating:** 5.0/5.0 stars **Reviewed by:** Dakota H. | Cybersecurity Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** October 21, 2022 **What do you like best about ConnectPath CX?** There is plenty to like about Dextr, and I'll cover some of those core features below but what stood out to me was the stellar experience that CloudHesive provided. Jamie Marshall was quick to answer any questions I had when I was vetting the solution and when I misconfigured a Kinesis steam Patrick Hannah was able to point towards a way to retrigger the lambda functions to save our voicemails from cloud purgatory. Likes: - Intuitive agent dashboards that show queue and peer activity - Ability to change the 'forced release' behavior - Ring on two audio devices at once (headset and speaker) - Number Directory! (a.k.a contacts) - Quick support, had a case closed within 24 hours when I had requested 1100 contacts to be imported. **What do you dislike about ConnectPath CX?** While Dextr is an excellent product, there is always room for improvement. I'd like to see the following: - Ability to sync contact directory with Active Directory or Exchange Online - Ability to integrate with phone systems, such as Ring Central or Microsoft Teams to see the users presence **What problems is ConnectPath CX solving and how is that benefiting you?** Our billing team requires the ability to reach thousands of contacts at our broker locations quickly. The 'Quick Connects' within Amazon Connect was limited to 700 contacts; this was a deal breaker, and we were considering scrapping our implementation project of Amazon Connect, but we found and trialed Dextr, which solved this problem for us. They dealt with the complexities of taking our contacts and importing them into Dextr. ### 12. How Dextr Saved the Day **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** January 10, 2023 **What do you like best about ConnectPath CX?** Picture it, Irvine, California The year was 2020, and nothing was going right. Australia was on fire, the stock market crashed, Twitter got hacked, and COVID-19 was making its way throughout the world faster than you could say, "Hey bro, do you even crypto?" Also, murder hornets. I was consulting with a small business that had to downsize its workforce drastically, including its Contact Center. They needed a solution to handle more calls with fewer agents while still maintaining the customer service their clients had come to expect. Dextr provided an easy-to-use Contact Center solution giving the company the elasticity to grow or shrink as needed, built on a trustworthy platform and without the substantial implementation costs of their previous provider. Setup was a breeze, and within a few hours, we migrated their current workflows into Dextr. Not only did Dextr simplify day-to-day operations with an easy-to-navigate UI, but it allowed their Engineers to implement automation for repetitive tasks. This time-saving allowed their agents to spend more time doing what they did best - working with the customers. Dextr's level of Support and Customer Service was a no-brainer for them. If they had questions about scripting or finding a particular call recording or transcription, Dextr's support team was always ready to assist; it made them feel like they were the only customer instead of just another name in a database. If your company is leveraging Amazon Connect and is looking for an easy-to-use yet powerful Contact Center solution, consider implementing Dextr. **What do you dislike about ConnectPath CX?** The only downside was the company didn't start using it sooner, and it took the pandemic to spur them to look for an alternative to their current solution. **What problems is ConnectPath CX solving and how is that benefiting you?** During the pandemic, the company needed to downsize its staff to stay in business. Dextr provided automation and allowed the company to implement self-service options for their customers. With a reduction of calls routing to agents, the company could maintain its current call flow, reduce abandonment, and save money on staffing. ### 13. The new and improved Amazon Connect **Rating:** 5.0/5.0 stars **Reviewed by:** Larry Z. | District Sales Representative, Small-Business (50 or fewer emp.) **Reviewed Date:** December 15, 2022 **What do you like best about ConnectPath CX?** - Bridges the feature parity between amazon connect and other “out of the box” solutions. - Supervisor whisper coaching is a great addition to the existing amazon connect feature set. - Cloudhesive is amazing to work with, the pre-sales process was painless, the installation was quick (under an hour) and backed by their great operations and Proserv teams. I have not had any issues with the product. **What do you dislike about ConnectPath CX?** - Not much to dislike, I would like to see some more PBX integrations, and MS teams presence indicators for the backoffice users. **What problems is ConnectPath CX solving and how is that benefiting you?** Dextr Flex has eliminated anything that gets lost in our process and the support is amazing ### 14. Nice and flexible tool, very usefull **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Games | Small-Business (50 or fewer emp.) **Reviewed Date:** December 16, 2022 **What do you like best about ConnectPath CX?** It is a very flexible and solid tool, very intuitive, this year I had to set up 2 call centres for marketing campaigns, it only took me 20 minutes to set up 10 agents. **What do you dislike about ConnectPath CX?** nothing, it's really great. great support **What problems is ConnectPath CX solving and how is that benefiting you?** I had very little time to set up a call centre for a marketing campaign. I have no experience in this area but I was able to accomplish my goal quickly and easily, saving costs and paying only on a pay-as-you-go basis. ### 15. An all-round call center without spending thousands on professional services **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Biotechnology | Mid-Market (51-1000 emp.) **Reviewed Date:** December 14, 2022 **What do you like best about ConnectPath CX?** - No-code / low-code installation and configuration - Amazing interface with all the tools to manage a contact center right in the dashboard. - Easy and intuitive interface and features **What do you dislike about ConnectPath CX?** We have only been using Dextr for about three weeks, and other than some more robust reporting out of the box, I don’t have anything to dislike yet. **What problems is ConnectPath CX solving and how is that benefiting you?** Dextr allowed us to quickly, efferently and without huge investment bring a solution to our agents. ### 16. If you need speed and precision in Call Center, this is the right tool to have **Rating:** 5.0/5.0 stars **Reviewed by:** Nicolas R. | Country Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** December 15, 2022 **What do you like best about ConnectPath CX?** We had the need to set up a 25 position call center very quickly, and in only 25 minutes, we had our solution running. Our customer loved the solution and has been increasing positions since then. **What do you dislike about ConnectPath CX?** First installation might take a little bit of time, but then is as fast as can be. **What problems is ConnectPath CX solving and how is that benefiting you?** Setting up a call center in minutes. It makes our business very profitable and delivering a high quality solution ### 17. Dashboards are a big thing **Rating:** 5.0/5.0 stars **Reviewed by:** Jean-Jacques E. | US-SE, Sr. Connect Specialist SA, Enterprise (> 1000 emp.) **Reviewed Date:** October 06, 2022 **What do you like best about ConnectPath CX?** Omni-channel available instantly, the dashboards are very intuitive, easy to read. Team chat with presence is a big thing for every contact center and having all these features with a click of a button. **What do you dislike about ConnectPath CX?** Physical phones would be a great addition **What problems is ConnectPath CX solving and how is that benefiting you?** No Code implementation of a enterprise grade desktop. Saves time and money compared to developing a similar experience. ### 18. Dextr Saves Time, Money while improving CX management for your agents! **Rating:** 5.0/5.0 stars **Reviewed by:** Peter B. | Chief Janitor **Reviewed Date:** September 12, 2022 **What do you like best about ConnectPath CX?** The instant availability of multiple channels like SMS, Email, Fax and social media integration with out the professional service cost to develop! **What do you dislike about ConnectPath CX?** CRM packages might require multiple tabs to be open in the Browser besides Dextr. Dextr is adding integrations all the time to save agent desktop real estate. **What problems is ConnectPath CX solving and how is that benefiting you?** The cost to hire professional services to implement the features Dextr provides would be more than we would want to spend. Dextr adds these features without that expense. ### 19. Telecom Engineer **Rating:** 4.5/5.0 stars **Reviewed by:** Bob M. | Cisco VOIP engineer, Enterprise (> 1000 emp.) **Reviewed Date:** November 22, 2022 **What do you like best about ConnectPath CX?** The dashboard is user friendly and is almost real-time. **What do you dislike about ConnectPath CX?** I can't think of anything. Maybe the sign on process. **What problems is ConnectPath CX solving and how is that benefiting you?** ATL311 users - supervisors and team leads like to see a picture of what is going on, and Dextr Flex provides that. **Official Response from Jim Walker:** > Thank you for the review ! The team is working on enhancing the product continuously and the sign in process is one of those enhancements. ### 20. Dextr Flex makes using Amazon Connect a full service call center solution! **Rating:** 5.0/5.0 stars **Reviewed by:** John S. | CFO **Reviewed Date:** September 20, 2022 **What do you like best about ConnectPath CX?** Using Dextr Flex gives you all of the features of a full-fledged call center which can be set up fast. **What do you dislike about ConnectPath CX?** We haven't found any yet. The system works great and new features are being added every day. **What problems is ConnectPath CX solving and how is that benefiting you?** We use it as an incoming call center and particularly like the easy ability to search transcriptions of the calls! ### 21. Dextr Powered by Amazon connect **Rating:** 5.0/5.0 stars **Reviewed by:** Jim W. | CEO **Reviewed Date:** August 30, 2022 **What do you like best about ConnectPath CX?** Dextr is easy to use and implement. It provides omnichannel functionality and access to the latest Amazon Connect features without having to have a large development team. **What do you dislike about ConnectPath CX?** BI capabilities would be nice but I that is in the backlog of features **What problems is ConnectPath CX solving and how is that benefiting you?** It allows us to deploy an omnichannel solution riding on the Amazon Connect eco-system within minutes rather than months. ### 22. Dextr **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Wireless | Enterprise (> 1000 emp.) **Reviewed Date:** December 13, 2022 **What do you like best about ConnectPath CX?** Easy to use application that takes the development work out of using Amazon Connect. **What do you dislike about ConnectPath CX?** Nothing yet, everything runs fine. We really like this product. I dont have anything to add to this section. **What problems is ConnectPath CX solving and how is that benefiting you?** Initial development time, complexity and cost of deploying Amazon Connect. ### 23. Simple Onboarding and immediate value **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** September 22, 2022 **What do you like best about ConnectPath CX?** Easy onboarding and integration into our center. Provided immediate value with enhanced views. Product is responsive and has a smooth user experience. **What do you dislike about ConnectPath CX?** We have not found any issues with our usage. This is a solid product. **What problems is ConnectPath CX solving and how is that benefiting you?** We do not have any interest in building our own solution . Dextr allowed us to full Amazon connect virtual desktop environments at a very solid price point. This allows us to focus our engineering power in the areas that will best serve our customers. ### 24. Great product supported by a stellar team **Rating:** 5.0/5.0 stars **Reviewed by:** Jason S. | CEO, Mid-Market (51-1000 emp.) **Reviewed Date:** October 05, 2022 **What do you like best about ConnectPath CX?** Intuitive and a great UI coupled with great support. **What do you dislike about ConnectPath CX?** We have not found anything we dislike yet. **What problems is ConnectPath CX solving and how is that benefiting you?** It fills gaps in reporting for us not provided elsewhere. - [View ConnectPath CX pricing details and edition comparison](https://www.g2.com/products/connectpath-cx/reviews?section=pricing&secure%5Bexpires_at%5D=2026-06-12+14%3A09%3A26+-0500&secure%5Bsession_id%5D=804ade34-b1d6-45b0-8284-97d3b7df3518&secure%5Btoken%5D=516851416aa1f4185d0fcbf811c83d0972ac4228fbcc2145991d04ca2a9a1683&format=llm_user) ## ConnectPath CX Features **Channels** - Voice - Social - Web Chat - Mobile SMS - Email **Platform** - Omnichannel - Mobile Access - Queue Management - Call Routing - Call Back - IVR - Automatic Call Distribution **Platform** - Multilingualism - Quality - Real-Time - Artificial Intelligence - Self-Improving - Volume **Customer Support** - Text - Speech - Knowledge Base **Generative AI** - AI Text-to-Speech **Generative AI** - AI Text-to-Speech **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - AWS Marketplace** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration **Functions** - Session Routing - Session Queuing - Concurrent Calling - Speech Analytics - Auto Dialer - IVR - Inbound Screen Pop - Persistent Data **Workforce Management** - Call Monitoring - Performance Evaluation **Channel** - Security - Omnichannel - Privacy - Anonymity **Automation** - Ticket Resolution - Customization - Intelligent Routing **Call Center Infrastructure (CCI)** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Agentic AI - Contact Center** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Administrative** - Session Summary Notes - Administrator Access - Reporting & Dashboards - Session Recording - Agent Scheduling and Assignment **Administrative** - Call Recording - Reporting & Dashboards **Artificial Intelligence** - Learning - Language - Conversational AI **Generative AI** - AI Text Generation - AI Text Summarization - AI Text-to-Speech ## Top ConnectPath CX Alternatives - [Talkdesk](https://www.g2.com/products/talkdesk/reviews) - 4.4/5.0 (2,424 reviews) - [Ozonetel](https://www.g2.com/products/ozonetel/reviews) - 4.6/5.0 (621 reviews) - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) - 4.4/5.0 (1,460 reviews)