--- title: Amazon Connect Reviews meta_title: 'Amazon Connect Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 90 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: 90 scale: '5' date_modified: '2026-07-12' parent_category: name: Call & Contact Center url: https://www.g2.com/categories/call-contact-center --- # Amazon Connect Reviews **Vendor:** Amazon Web Services (AWS) **Category:** [Contact Center Software](https://www.g2.com/categories/contact-center) **Average Rating:** 4.4/5.0 **Total Reviews:** 90 ## About Amazon Connect 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. ## Amazon Connect Pros & Cons **What users like:** - Users find Amazon Connect to be **easy to set up and scale** , enhancing customer experience without heavy infrastructure worries. (11 reviews) - Users appreciate the **efficiency** of Amazon Connect, benefiting from easy setup, reporting, and cost-saving cloud features. (6 reviews) - Users appreciate the **flexibility and scalability** of Amazon Connect, enabling quick customization for diverse business needs. (5 reviews) - Users appreciate the **easy setup** of Amazon Connect, allowing quick creation of contact centers tailored to business needs. (5 reviews) - Users appreciate the **ease of use and powerful reporting** features of Amazon Connect, enhancing scalability and performance tracking. (5 reviews) - Users value the **robust analytics** of Amazon Connect for tracking performance and enhancing customer experience effectively. (4 reviews) - Users value the **extensive customizability** of Amazon Connect, enhancing functionality and adaptability to specific business needs. (4 reviews) - Users highlight the **easy integrations** of Amazon Connect, making it seamless to connect with other platforms effortlessly. (4 reviews) - Integrations (4 reviews) - Users find Amazon Connect's **easy implementation** and integration with AWS services to be highly beneficial. (3 reviews) **What users dislike:** - Users find the **complex features** challenging to manage, especially those lacking AWS experience, impacting usability and setup. (3 reviews) - Users find the **complex setup and management** of Amazon Connect challenging, especially without AWS expertise. (3 reviews) - Users find the **difficult setup** challenging, particularly for teams inexperienced with AWS, requiring significant learning and tweaking. (3 reviews) - Users highlight the need for **improvements in documentation and integration stability** for Amazon Connect's functionality. (3 reviews) - Users often find the **initial difficulties** with setup and management challenging, especially without AWS experience. (3 reviews) - Missing Features (3 reviews) - Users find the **steep learning curve** challenging, particularly for those unfamiliar with AWS configurations and customization. (3 reviews) - Complex Implementation (2 reviews) - Users find the **complex setup** challenging, especially when configuring and customizing Amazon Connect for the first time. (2 reviews) - Difficult Implementation (2 reviews) ## Amazon Connect Reviews ### 1. Scalable Pay-as-You-Go Call Center with Seamless Integrations **Rating:** 5.0/5.0 stars **Reviewed by:** Jenom N. | Co-founder, Small-Business (50 or fewer emp.) **Reviewed Date:** May 05, 2026 **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. **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. **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. ### 2. Rock-Solid Cloud Calling, But AWS Setup Has a Steep Learning Curve **Rating:** 3.5/5.0 stars **Reviewed by:** Nadia N. | Freelance Interior Stylist & Designer, Small-Business (50 or fewer emp.) **Reviewed Date:** May 23, 2026 **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. **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. **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 ### 3. Easy, Hassle free human interaction based -Free Cloud Contact Center Management with Amazon Connect **Rating:** 4.5/5.0 stars **Reviewed by:** Mary H. | Warehouse Associate, Mid-Market (51-1000 emp.) **Reviewed Date:** June 07, 2026 **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. **What do you dislike about Amazon Connect?** There is nothing I really can think of that I dislike about Amazon connect . **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 . ### 4. Powerful Omnichannel Setup with Amazon Connect, Though Not Without Friction **Rating:** 3.5/5.0 stars **Reviewed by:** Kyle P. | Frontend Developer (Unpaid), Computer Software, Small-Business (50 or fewer emp.) **Reviewed Date:** May 19, 2026 **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. **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. **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. ### 5. Easy Setup That Upgraded Our Customer Service System **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Small-Business (50 or fewer emp.) **Reviewed Date:** May 20, 2026 **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 **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 **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. ### 6. Incredible quality in international calls and very easy call storage **Rating:** 5.0/5.0 stars **Reviewed by:** Guadalupe Gilberto X. | Customer service repressentative, Mid-Market (51-1000 emp.) **Reviewed Date:** May 20, 2026 **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. **What do you dislike about Amazon Connect?** All the functions are good for now, I have no complaints. **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. ### 7. High-Quality Calls and Smooth Zendesk Integration, but Extra Tabs Feel Inelegant **Rating:** 3.0/5.0 stars **Reviewed by:** Emma C. | Trust & Safety Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** April 23, 2026 **What do you like best about Amazon Connect?** It seamlessly integrates with Zendesk and provides a high quality for calls **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 **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 ### 8. User-Friendly Platform with Seamless Integration and Outstanding Support **Rating:** 4.5/5.0 stars **Reviewed by:** Erick Vincent Steve G. | IT Support I, Mid-Market (51-1000 emp.) **Reviewed Date:** January 08, 2026 **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. **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. **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. ### 9. Amazon Connect: Flexible, Scalable Cloud Contact Center with Seamless AWS Integration **Rating:** 5.0/5.0 stars **Reviewed by:** Elizabeth H. | Technical Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** January 27, 2026 **What do you like best about Amazon Connect?** I like that Amazon Connect is flexible and scalable—it lets teams quickly build, customize, and scale a cloud contact center while integrating easily with the rest of AWS. **What do you dislike about Amazon Connect?** It can feel complex to set up and manage, especially for teams without deep AWS experience, and some advanced features require extra configuration or third-party tools. **What problems is Amazon Connect solving and how is that benefiting you?** Amazon Connect solves the problem of building and scaling a contact center without heavy infrastructure. It makes it easier to launch quickly, integrate with other systems, and scale on demand—helping teams stay flexible, reduce overhead, and adapt as customer needs change. ### 10. Amazon Connect–Amazon Q–Salesforce integration: solid potential after Salesforce auth hiccups **Rating:** 4.0/5.0 stars **Reviewed by:** Dev M. | Salesforce Developer, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** January 27, 2026 **What do you like best about Amazon Connect?** Amazon Connect is used for automatically calling feature implementation in lower cost for the best customization architecture. **What do you dislike about Amazon Connect?** Amazon Connect implementation docs do not give proper information to implement custom functionality, and basic information is also **What problems is Amazon Connect solving and how is that benefiting you?** Amazon connect give feature of making AI agents for Automatic call services for different types of reminders calling customers without any human involvement. Also, give connect workspace for testing of newly created AI agents to deploy successfully. Amazon connect taking a lower amount of charges for one call request completion instead of Twilio calling ## Amazon Connect Discussions - [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?](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) - 1 comment, 1 upvote - [What is Amazon Connect used for?](https://www.g2.com/discussions/what-is-amazon-connect-used-for) - 1 comment - [What is Amazon Connect?](https://www.g2.com/discussions/what-is-amazon-connect) - 3 comments - [View Amazon Connect pricing details and edition comparison](https://www.g2.com/products/amazon-connect/reviews/amazon-connect-review-12858620?section=pricing&secure%5Bexpires_at%5D=2026-07-12+20%3A10%3A35+-0500&secure%5Bsession_id%5D=300f7dd6-e695-4ce2-bf0f-5daa079016d5&secure%5Btoken%5D=9c1ddcf2c97e4133520bdb2235df36d2af9fafe99c53e55217cd4ce7e8060e08&format=llm_user) ## Amazon Connect Integrations - [Agentforce Sales (formerly Salesforce Sales Cloud)](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews) - [CloudBees](https://www.g2.com/products/cloudbees/reviews) - [Deepgram](https://www.g2.com/products/deepgram/reviews) - [Python](https://www.g2.com/products/python/reviews) - [Rippling](https://www.g2.com/products/rippling/reviews) - [Zendesk Contact Center](https://www.g2.com/products/zendesk-contact-center/reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) ## Amazon Connect Features **Core Conversational Capabilities - AI Chatbots** - Controlled LLM Response Generation - Context Maintenance Within Sessions - Natural Language Understanding & Intent Inference **Quality Assurance** - Evaluation - Calibration - Reports **Channels** - Voice - Social - Web Chat - Email **Responses** - Personalization - Route To Human - Natural Language Understanding (NLU) **Workforce Management** - Agent Availability - Skills Management - Shift Scheduling - Agent Self-Service - Mobile Access **Platform** - Omnichannel - Mobile Access - Queue Management - Call Routing - Call Back - IVR - Automatic Call Distribution **Customer Support** - Text - Speech - Knowledge Base **Data** - Reliability - Data Security **Generative AI** - AI Text-to-Speech **Generative AI** - AI Text-to-Speech **Generative AI** - AI Text Summarization **Automation - AI Agents** - Sales Follow-Up - Customer Interaction Automation - Lead Generation - Document Processing - Feedback Collection **Engagement** - Feedback - Dashboards - Training **Functions** - Session Routing - Session Queuing - Concurrent Calling - Speech Analytics - Auto Dialer - IVR - Inbound Screen Pop - Persistent Data **Platform** - Conversation Editor - Integration - Human-In-The-Loop **Administration** - Automation - Performance Analysis - Dashboards - Forecasting - Intraday Management **Workforce Management** - Call Monitoring - Performance Evaluation **Automation** - Ticket Resolution - Customization - Intelligent Routing **Interaction** - Complex Query Handling - Natural Conversation - Understanding - Context Management - Customizability **Autonomy - AI Agents** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving **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 **Task & Flow Management - AI Chatbots** - Scripted Dialogue & Decision Tree Support - Fallback Responses for Unknown Queries **Performance** - Integrations - Compliance **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 **Learning** - User Interaction Learning - Error Learning **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - AI Agents** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Deployment & Embedding - AI Chatbots** - API Access for Business System Integration - Web Widget & SDK Embedding **Content Generation** - Creativity - Content Accuracy **Generative AI** - AI Text Generation - AI Text Summarization **Admin & Configuration - AI Chatbots** - No-Code Conversation Design **System** - API Flexibility - Update Frequency and Utility - Cross-Platform Compatibility - Software Integration **Agentic AI - AI Chatbots** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Monitoring & Improvement - AI Chatbots** - Feedback-Driven Response Optimization **Reliability & Safety - AI Chatbots** - Guardrails & Content Controls ## Top Amazon Connect Alternatives - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) - 4.4/5.0 (1,466 reviews) - [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) - 4.1/5.0 (599 reviews) - [Talkdesk](https://www.g2.com/products/talkdesk/reviews) - 4.4/5.0 (2,439 reviews)