G2

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.