# 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:** 87 ## 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's **ease of use** exceptional, praising its straightforward setup and seamless integration with other tools. (11 reviews) - Users praise the **efficiency** of Amazon Connect, noting its easy setup and robust reporting features for improved performance. (6 reviews) - Users appreciate the **flexibility and customization** of Amazon Connect, enabling tailored solutions for diverse business needs. (5 reviews) - Users find the **easy setup** of Amazon Connect to be a significant advantage for their businesses. (5 reviews) - Users value the **ease of use and extensive integration** of Amazon Connect, enhancing scalability and customization. (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** of Amazon Connect challenging to set up, especially without prior AWS experience. (3 reviews) - Users find that the **complexity** of setup and management can hinder the experience, especially for those unfamiliar with AWS. (3 reviews) - Users find the **difficult setup** of Amazon Connect a challenge, especially for those lacking AWS experience. (3 reviews) - Users find **implementation documentation lacking** for Amazon Connect, making it challenging to set up and integrate effectively. (3 reviews) - Users face **initial difficulties** in setup and management, particularly if lacking AWS expertise or 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. Steep Learning Curve and Few Out-of-the-Box Features in Amazon Connect **Rating:** 2.0/5.0 stars **Reviewed by:** Nikhil S. | Help Desk Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** May 22, 2026 **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. **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 **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. ### 8. 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 ### 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 ### 11. Easy to Navigate with Readily Available Customer Service **Rating:** 5.0/5.0 stars **Reviewed by:** Louie S. | Owner, Small-Business (50 or fewer emp.) **Reviewed Date:** May 19, 2026 **What do you like best about Amazon Connect?** Easy to navigate, and customer service readily available **What do you dislike about Amazon Connect?** Wish there was a Spanish version to make it easier for others **What problems is Amazon Connect solving and how is that benefiting you?** Solving problems like easier access for everyday products ### 12. Easy to Use, Great Performance and Value with Strong Training & Support **Rating:** 5.0/5.0 stars **Reviewed by:** Brandon L. | Auburn District Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 19, 2026 **What do you like best about Amazon Connect?** the ease of use and how you are able to navigate and the over all performance and cost is really a huge plus. With training and support are great **What do you dislike about Amazon Connect?** at the moment we are happy with what we are being provided with **What problems is Amazon Connect solving and how is that benefiting you?** faster with the use of AI being used ### 13. Easy to Use with Live Call Listening and Effortless Reporting **Rating:** 5.0/5.0 stars **Reviewed by:** Nikki K. | Sales Executive, Mid-Market (51-1000 emp.) **Reviewed Date:** February 17, 2026 **What do you like best about Amazon Connect?** Easy use, live listening calls, easy report building, easy export **What do you dislike about Amazon Connect?** I cannot find anything wrong with the product considering we have been using it for 7 yrs **What problems is Amazon Connect solving and how is that benefiting you?** Tracking calls, listening calls which helps us provide training where needed. Having transcript on each call is very helpful too if you cannot listen to it ### 14. Easy to Use and a Real Time-Saver **Rating:** 4.0/5.0 stars **Reviewed by:** Lucy Z. | Finanace, Small-Business (50 or fewer emp.) **Reviewed Date:** May 20, 2026 **What do you like best about Amazon Connect?** It’s easy to use and saves me time in my daily routine. **What do you dislike about Amazon Connect?** Do not have anything really negative to say **What problems is Amazon Connect solving and how is that benefiting you?** We initially struggled to get things done, but we’ve seen that it ultimately saves time and leads to cost reductions in the end. ### 15. Easy to Use, Seamless Call Search, and Massively Helpful AI Summaries **Rating:** 5.0/5.0 stars **Reviewed by:** Billy D. | Customer Resolution Agent, Consumer Services, Enterprise (> 1000 emp.) **Reviewed Date:** March 08, 2026 **What do you like best about Amazon Connect?** It’s very easy to use. Finding previous calls feels seamless, and the filters really help you locate exactly what you’re looking for. The AI summaries also help massively. **What do you dislike about Amazon Connect?** It can be difficult to pick up certain accents, and it sometimes flags obscenities by accident even when none have been said. **What problems is Amazon Connect solving and how is that benefiting you?** When I search through my call history, the range of filters and options makes it easy and quick to find exactly the information I’m looking for. ### 16. Superior Remote Customer Service Tool with Low Latency **Rating:** 4.5/5.0 stars **Reviewed by:** Leigh H. | HCF Support Training Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** December 02, 2025 **What do you like best about Amazon Connect?** We use it for customer service. Being that I work remotely, I have used many alternatives, and Amazon Connect is superior and has lower latency. Very easy setup, very straightforward integration with Zendesk, and very simple to use. There was nothing complicated about it. I use this service daily, for about 9 hours a day, and in the last year, I have had very few issues. **What do you dislike about Amazon Connect?** Sometimes the latency spikes; this is normal, but I wish there were more servers to connect to globally. **What problems is Amazon Connect solving and how is that benefiting you?** An easy way to connect with customers in the US. Given that I am remote, being able to dial out from a US number and have it connect instantly immediately adds authority to my contacts. ### 17. Keeps Our Business Drivers Stable and Deliverable **Rating:** 4.5/5.0 stars **Reviewed by:** Ritesh B. | Research scientist, Mid-Market (51-1000 emp.) **Reviewed Date:** May 22, 2026 **What do you like best about Amazon Connect?** It helps keep the business driver stable and deliverable. **What do you dislike about Amazon Connect?** It requires AWS expertise for customization. **What problems is Amazon Connect solving and how is that benefiting you?** Creates an easy-to-connect cloud setup that makes scaling simple. ### 18. Improved My Workflow and Saved Time **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Human Resources | Mid-Market (51-1000 emp.) **Reviewed Date:** May 19, 2026 **What do you like best about Amazon Connect?** It improved my workflow by reducing the time it takes to get things done. **What do you dislike about Amazon Connect?** I can’t find any issues. It’s fine with me, so I have no complaints. **What problems is Amazon Connect solving and how is that benefiting you?** Eliminates expensive hardware and long-term licensing fees, Replaces months of telecom setup with fast cloud provisioning ### 19. Easy, Fast, and Straightforward—A Unified Solution That Delivers **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** May 19, 2026 **What do you like best about Amazon Connect?** Easy to use, straightforward, and very quick to respond. It feels like a unified solution that delivers exactly what you need. **What do you dislike about Amazon Connect?** The user interface could be more attractive and engaging for the younger generation. **What problems is Amazon Connect solving and how is that benefiting you?** Manage customer experiences, support operations, and workflows. ### 20. Enhanced AI based call summaries **Rating:** 4.0/5.0 stars **Reviewed by:** Ian H. | Client Success Manager, Enterprise (> 1000 emp.) **Reviewed Date:** September 30, 2025 **What do you like best about Amazon Connect?** It’s a step up for our Service Desk teams and engineers that use Amazon connect, to have the transcribed summary notes transferred into the service now ticketing system. The addition of engineer skills and multiple cues and transfer options is helpful. **What do you dislike about Amazon Connect?** Initial learning curve takes a fair amount of tweaking, but it does appear that there are options and support needed for the functionality desired. **What problems is Amazon Connect solving and how is that benefiting you?** Enhanced phone system features and leveraging of AI within our service now ticketing environment. ### 21. simple to use and cost-effective **Rating:** 4.5/5.0 stars **Reviewed by:** Sarita B. | Admin Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** October 09, 2025 **What do you like best about Amazon Connect?** its a Tools that let you see current performance, Because it's cloud‑based, we don’t need to invest in servers, telephony hardware, maintenance and its very cost saving **What do you dislike about Amazon Connect?** For basic use things are OK and you can use easily, but as soon as you want to do somthing brefily you need good technical AWS skills and there support team is not much frindly first time **What problems is Amazon Connect solving and how is that benefiting you?** its a solving major pain points faced by traditional contact centers high setup costs, lack of flexibility, poor visibility, and disconnected customer experiences ### 22. A flexible and reliable cloud contact center solution **Rating:** 4.5/5.0 stars **Reviewed by:** Ayda A. | Senior Process Executive, Small-Business (50 or fewer emp.) **Reviewed Date:** August 24, 2025 **What do you like best about Amazon Connect?** I like that Amazon Connect is very easy to set up and scale based on business needs. The cloud-based approach means we don’t have to worry about heavy infrastructure, and the integration with other AWS services makes it powerful and customizable. The reporting and analytics features also help track performance and improve customer experience. **What do you dislike about Amazon Connect?** Sometimes the initial configuration and customization can feel a bit complex, especially for teams new to AWS. **What problems is Amazon Connect solving and how is that benefiting you?** Amazon Connect solves the problem of managing a traditional contact center by providing a flexible, cloud-based solution. It allows us to handle customer interactions efficiently across multiple channels without investing in complex on-premises infrastructure. ### 23. Amazon Connect Awesome Experience **Rating:** 5.0/5.0 stars **Reviewed by:** Daniel D. | Intake Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** December 09, 2025 **What do you like best about Amazon Connect?** Help our company to keep track of time. It is easy to integrate with other platforms. Has a good number of features and it is easy of use. **What do you dislike about Amazon Connect?** I think the interface could look more modern. **What problems is Amazon Connect solving and how is that benefiting you?** Keep a good track of agents' connectivity, plan schedules, and track performance. ### 24. Great cloud based product **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Printing | Mid-Market (51-1000 emp.) **Reviewed Date:** August 02, 2025 **What do you like best about Amazon Connect?** Everything is captured and transcript is readily available. **What do you dislike about Amazon Connect?** retrieving information can be a bit manual. **What problems is Amazon Connect solving and how is that benefiting you?** capturing live interactions for quality purposes ### 25. Reliable IVR with simple interface and ease of usage **Rating:** 4.5/5.0 stars **Reviewed by:** Phillip T. | System Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** January 31, 2025 **What do you like best about Amazon Connect?** The design of Amazon Connect is simple and easy to modify the contact flows. Along with bringing onboard new users the setup is relatively easy. Integrations with different CRM are also easy and simple to support. **What do you dislike about Amazon Connect?** There needs to be a feature to complete certain actions on mass, such as creating queues, predefined attributes etc. These should be able to digest a csv and create in mass instead of having to force us to create them manually one at a time. **What problems is Amazon Connect solving and how is that benefiting you?** It is a contact center IVR solution that does exactly the job is entailed to do, routing calls to agents and helping customers with specific relatable prompts. ### 26. Salient features of amazon connect **Rating:** 4.0/5.0 stars **Reviewed by:** kalaivendhan P. | Tech lead , Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** July 24, 2025 **What do you like best about Amazon Connect?** Amazon connect which helps in customer business services to run seamless **What do you dislike about Amazon Connect?** limited features, complex integrations, and potential cost unpredictability **What problems is Amazon Connect solving and how is that benefiting you?** Reviewing features ### 27. Amazon Connect streams developer **Rating:** 5.0/5.0 stars **Reviewed by:** Adith S. | Lead Software Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** January 14, 2025 **What do you like best about Amazon Connect?** It is easy to use and implement with a bundle of features and security and could easily be plugged in with other AWS services **What do you dislike about Amazon Connect?** It would be great if a free tier account is provided for developers or a free of cost call simulation ability. **What problems is Amazon Connect solving and how is that benefiting you?** Improves agent productivity and makes support process seamlessly ### 28. One Stop for Everything Necessary **Rating:** 4.5/5.0 stars **Reviewed by:** Daniel R. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 13, 2023 **What do you like best about Amazon Connect?** Amazon Connect is easy to use with lots of tabs to choose from to easily navigate what you need. It has significantly made working more organized and easier to monitor. This platformed allow me to manage tasks efficiently and totally relate with the saying" what gets measured gets managed". **What do you dislike about Amazon Connect?** There are times when the sign in would require you to repeated do the process. This added step can take precious time when logins should be straightforward. **What problems is Amazon Connect solving and how is that benefiting you?** It is an efficient way of tracking any tasks and provides useful analytics tool to record all customer interaction. At a glance, it allows you to see the call history to be able to better serve customer as the user is able to understand the history of the clients' concerns. ### 29. Great tool for inbound and outbound communication. **Rating:** 4.5/5.0 stars **Reviewed by:** Radmila K. | Senior manager, Mid-Market (51-1000 emp.) **Reviewed Date:** December 22, 2023 **What do you like best about Amazon Connect?** Ability to integrate with different systems, easiness of such implementations and everyday use. **What do you dislike about Amazon Connect?** Reporting is something that can be worked on and improved. **What problems is Amazon Connect solving and how is that benefiting you?** Two-way communication with partners and customers. Excellent B2B2C tool ### 30. Super easy to use!! It's great! **Rating:** 5.0/5.0 stars **Reviewed by:** Marissa L. | Small-Business (50 or fewer emp.) **Reviewed Date:** August 21, 2020 **What do you like best about Amazon Connect?** i like that it's pretty simple to use. i think anyone, even someone that's not good with technology could still use this pretty easily. once my company gave me this system to use, i caught on to it pretty quickly and had no issues using it. I have not used this with any of the other companies that i have worked for, which is a surprise to me because this is so much easier than other systems that i have used in the past. **What do you dislike about Amazon Connect?** i havent found anything that i dislike about it just yet, everything seems to be pretty good so far. One thing is I am not sure if it is my internet or if it is the system it self, because i had this issue in the office as well. but sometimes my amazon connect will disconnect from my connect and sell for some reason, which can be pretty frustrating. i am assuming that it has some thing to do with the internet instead of the service but either way it is not really a big deal to me at all especially since it does not happen very often. **Recommendations to others considering Amazon Connect:** if you're not using it, then you need to use it now! Like i had mentioned earlier, it's super easy to use. any one can use it even if they are not very familiar with tech stuff. there's only a couple buttons so there's not a whole lot that you need to explore on the user side of it all. **What problems is Amazon Connect solving and how is that benefiting you?** i am able to keep my amazon connect connected to my connect and sell so that way i can make calls much easier than manually dialing them. i cant explain enough how much easier this makes my life when it comes to making sales over the phone. we all know it can be a numbers game at times so the more people i can connect to the easier it is for me to make more money but hitting my monthly sales target. takes a big stress off my shoulders. if i didnt have amazon connect i dont know what i would do. i also have noticed that our managers use it to translate our calls in to text and it will also show the flow of the call and how much the customer is interacting. i thought that was pretty cool, i did not even know that was possible ### 31. For a seamless communication in any part of the world **Rating:** 5.0/5.0 stars **Reviewed by:** Stephen Andrew T. | Real Estate, Mid-Market (51-1000 emp.) **Reviewed Date:** May 31, 2023 **What do you like best about Amazon Connect?** I do like it cause it is one of our tools in the office that helps us a lot to close business deals and to connect with our clients on a daily basis and of course it is very reliable **What do you dislike about Amazon Connect?** i dont dislike anything in amazon coonect everything is perfect and reliable when it comes to communication **What problems is Amazon Connect solving and how is that benefiting you?** connecting with our clients easily and it benefits us to grow more on our sales ### 32. Worth it Experience! **Rating:** 5.0/5.0 stars **Reviewed by:** John Ydnar C. | Customer care, Mid-Market (51-1000 emp.) **Reviewed Date:** February 26, 2023 **What do you like best about Amazon Connect?** I'd like the most to amazon connect is for it being user friendly. It really makes my work much more easy and it's very convenient to use, I also like the background of the software since it is very neat. **What do you dislike about Amazon Connect?** Sometimes, what I don't like to amazon connect is that, it is being automatically logged out and you have to log in again so you can continue to use it, and sometimes, you cannot call due to an error **What problems is Amazon Connect solving and how is that benefiting you?** I can easily communicate with my other business partners also the hotels and airlines. We can actually solve the client's request's right away by using this software and I really recommend it to the other company. ### 33. A great tool for every business company. **Rating:** 5.0/5.0 stars **Reviewed by:** Kenneth Victor D. | Real Estate, Enterprise (> 1000 emp.) **Reviewed Date:** May 24, 2023 **What do you like best about Amazon Connect?** What's best about Amazon Connect is that you can easily call someone no matter if it is local or domestic. **What do you dislike about Amazon Connect?** So far I don't have any dislike about Amazon Connect because it can function well in our company. **What problems is Amazon Connect solving and how is that benefiting you?** The problems that Amazon Connect solve in our company is that it can connect easily with our local and domestic colleague and it function as smoothly as butter. ### 34. Best cloud based contact center **Rating:** 5.0/5.0 stars **Reviewed by:** uday t. | Consultant (aws data platform), Small-Business (50 or fewer emp.) **Reviewed Date:** June 06, 2023 **What do you like best about Amazon Connect?** We can use multiple aws cloud services to implement this amazon connect S3 to store data Cloud watch to monitor logs Dynamo db as target data Lex for chat bots We can create the contact center in hours using this amazon connect **What do you dislike about Amazon Connect?** Bit slow compared to cisco Need to work with various other services **What problems is Amazon Connect solving and how is that benefiting you?** Time taking for creating this contact center is less We can monitor the errors and issues using cloud watch Easy to use Optimal solution for bankimg and isnuramce domains ### 35. Amazon Connect Contact Centre **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** June 29, 2023 **What do you like best about Amazon Connect?** The IVR and customisation available. Contact history makes it easier to track a customer journey through the system. User management is also very user friendly for admins **What do you dislike about Amazon Connect?** Creation and edit of contact flows can be more time consuming, particularly when there are multiple in use and it's a relatively small change required. **What problems is Amazon Connect solving and how is that benefiting you?** Caller recognition to allow for better data collection and improve colleague efficiency ### 36. Amazon Connect **Rating:** 5.0/5.0 stars **Reviewed by:** Frances Maxine M. | Customer Care, Mid-Market (51-1000 emp.) **Reviewed Date:** October 28, 2022 **What do you like best about Amazon Connect?** You no longer need to search for the phone numbers on google since Amazon helps us to easily call the service providers by using their quick connects feature and it's just one click away. **What do you dislike about Amazon Connect?** As of right now, I don't see any downsides to Amazon Connect because all of its functions are actually useful. If any case that there will be an issue, I am sure that they can immediately resolve it. **What problems is Amazon Connect solving and how is that benefiting you?** The area code for the number is automatically provided to you by Amazon Connect, which also assists us in identifying the country we are calling and you don't need to waste much time searching of it. ### 37. Amazon Connect as one of the best platform for BPO **Rating:** 5.0/5.0 stars **Reviewed by:** Dominick O. | Customer Care, Mid-Market (51-1000 emp.) **Reviewed Date:** October 16, 2022 **What do you like best about Amazon Connect?** I do like Amazon Connect and my favorite application for BPO. Amazon Connect makes me connect to the whole world, which helps me improve my communication skills worldwide. I will recommend Amazon Connect to others as well. **What do you dislike about Amazon Connect?** None. Amazon connect suits me well. No problem at all. Based on my previous work, there are a lot of problems I encounter having call application but through this application, I considered this application as beginner friendly. **What problems is Amazon Connect solving and how is that benefiting you?** Amazon Connect solves my problem quick and efficiently. It benefits me by making things sorted out with one call and click. I love this product which makes my daily work easier and faster. ### 38. AWS is simple to use **Rating:** 3.5/5.0 stars **Reviewed by:** William N. | Team Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** October 09, 2022 **What do you like best about Amazon Connect?** Amazon Connect has a simple interface and also it is very complete. It has all the relevant data you may require to track down agents' progress and analyze the interactions they handle, providing helpful data. **What do you dislike about Amazon Connect?** I think they could improve the AI system. This is because the transcript of the calls is not accurate at all even when the conversation could be understood clearly. **What problems is Amazon Connect solving and how is that benefiting you?** When trying to coach agents to improve the way they handle the interactions by providing them feedback, Amazon Connect is able to provide information such as the non-talk time, hold time, and duration time, to find the areas of opportunities for each interaction. ### 39. Recommended to large scale business **Rating:** 4.5/5.0 stars **Reviewed by:** Xiaoyu L. | Production Services Lead, Enterprise (> 1000 emp.) **Reviewed Date:** May 25, 2022 **What do you like best about Amazon Connect?** We don't have to take care of the data of the callings, it's all on Amazon AWS. Easy to integrate and deploy to production. **What do you dislike about Amazon Connect?** I haven't see anything I don't like yet. **What problems is Amazon Connect solving and how is that benefiting you?** Lower the cost and makes the business more effective. We don't have to maintain the data by ourselves, everything is on AWS. We just need to focus on the customers service itself, also easy for call center staff to pick up. ### 40. I develop contact centre solutions using amazon connect **Rating:** 5.0/5.0 stars **Reviewed by:** Raghu n. | AWS Connect||AWS Developer, Small-Business (50 or fewer emp.) **Reviewed Date:** November 07, 2022 **What do you like best about Amazon Connect?** Its easy to develop and we can integrate with other applications seamless providing best experience for both developers and customers. Compared to other OEM aws connect is the best. **What do you dislike about Amazon Connect?** The UI keeps changing and there are minor bugs with new releases except that there's nothing to complain. With respect to documentation wish they keep updating with respect to new features. **What problems is Amazon Connect solving and how is that benefiting you?** It was painful to establish and develop on premise contact centre solutions but now with Amazon connect everything is so much better for both development and maintenance. ### 41. Definitely it's a way for contact center automation. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** November 09, 2022 **What do you like best about Amazon Connect?** For developers, it is very intuitive to build the flows based on the use case. For simple flow creation, there would be no need for any hard-core technical skills. **What do you dislike about Amazon Connect?** To an extent, the NLP ability of Amazon Connect is able to work out by NLU capabilities in LEX. There are provisions for routing the calls based on the context/intent. Hope we could have provision for call routing based on slot values obtained alone(instead of having it linked with the intent). **What problems is Amazon Connect solving and how is that benefiting you?** Definitely, it is an option for contact center automation. And helps in managing the agent profiles and the working hours of the agent and supervisor... what not! ### 42. Amazon Connect **Rating:** 5.0/5.0 stars **Reviewed by:** Ayesa Khaila P. | Travel Consultant, Mid-Market (51-1000 emp.) **Reviewed Date:** October 18, 2022 **What do you like best about Amazon Connect?** Being able to get in touch with the client all over the world without any problem **What do you dislike about Amazon Connect?** None since all the things that Amazon shows is important **What problems is Amazon Connect solving and how is that benefiting you?** I don't have any problem on using Amazon ### 43. Amazon connect is a perfect omni channel for any contact **Rating:** 5.0/5.0 stars **Reviewed by:** Zeeshan A. | Project manager, Small-Business (50 or fewer emp.) **Reviewed Date:** November 07, 2022 **What do you like best about Amazon Connect?** Hierarchy is the best and easiest way to manage and monitoring team stats **What do you dislike about Amazon Connect?** Reportings Are not very much understandable. You must provide some formulas along the report that is being used to calculate on any report. **What problems is Amazon Connect solving and how is that benefiting you?** Voice call outbound campaign. Did that with the help of lambda function placing callback against every number the lambda is runned for. ### 44. Asynchronous chat facility for banking profile **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Banking | Enterprise (> 1000 emp.) **Reviewed Date:** April 29, 2022 **What do you like best about Amazon Connect?** Amazing chat facility for banks across the globe. It makes sure that anyone can access any chat and start typing from there. No need to look for history just scroll down and you'll get to know everything about it. Can be used on any browser. It reflects the timescale for the customer when someone connects or leaves the chat so that, once can resume their work and only be available on the banking app when someone enters the chat. basic features are available like emojis and standard templates. **What do you dislike about Amazon Connect?** The following points were noted while using the application: - Does have restrictions to use special characters such as the pound or dollar signs which does not shorten the conversation. - From an employee perspective, chat gets disposed of if by mistake click on end chat. Need to have returned to chat feature available. - chat gets ended without writing anything to stakeholders/clients. Should have restrictions - word bandwidth should be increased from 1024 to 2000 - Chat should not be autoclosed. It should give a warning before closing the chat from a customer or employee perspective so that, one should be treated as not being acknowledged **What problems is Amazon Connect solving and how is that benefiting you?** IT helps to connect with the customer via chat or telephone whether you're in the office or work from home. It can be easily accessible through the remote network and provide an easy interface. Benefits of this application: - Can accept multiple calls and messages - Give/show timelines to everyone who has been answered or who requires more time to deal with it. ### 45. Amazon Connect **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Food & Beverages | Mid-Market (51-1000 emp.) **Reviewed Date:** April 20, 2022 **What do you like best about Amazon Connect?** I like how the software is easy to answer calls on. It's easy to look up previous phone calls in the system. The system itself is pretty fast and definitely is a great option for a company who has a call center. **What do you dislike about Amazon Connect?** I disliked the "callback" options feature. Sometimes it was overwhelming answering calls that no longer needed to be assisted. It backed up the entire center and we couldn't assist the people who needed the most assistance. **Recommendations to others considering Amazon Connect:** I wish there was an option to be able to post my account notes when answering phone calls. **What problems is Amazon Connect solving and how is that benefiting you?** We were able to assist calls at a fast pace and solve order problems intermittently at the same time. It takes calls at an alarmingly fast speed. It's a great call center option. ### 46. Amazon Connect is a great software to speak to clients sitting in another countries. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** April 28, 2022 **What do you like best about Amazon Connect?** I do not have to use my cellphone to call the customer in America, I can directly use amazon connect to call them on their mobile. There is no other phone or device required. The software on your laptop works like a phone itself. The voice clarity is clear. **What do you dislike about Amazon Connect?** My Jabra headphone controls don't work with Amazon connect. I have to use the mouse to dial/answer/close the calls. If the headphone controls work then it will become more user-friendly. **Recommendations to others considering Amazon Connect:** Opt for Amazon connect as it is a desktop software, user-friendly to receive calls, voice clarity is brilliant. **What problems is Amazon Connect solving and how is that benefiting you?** I can contact customer on their cellphones sitting in their own country. Thanks to Amazon Connect I don't have to use my cellphone for calling clients. ### 47. Good Platform!! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Newspapers | Enterprise (> 1000 emp.) **Reviewed Date:** October 19, 2022 **What do you like best about Amazon Connect?** AWS allows us to monitor all calls throughout our network **What do you dislike about Amazon Connect?** AWS could have better filters and other ways to see call history without clicking on every single one. **What problems is Amazon Connect solving and how is that benefiting you?** It helps solve call solutions and development. ### 48. I wish my company would take advantage of *all* AWS has to offer! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Leisure, Travel & Tourism | Enterprise (> 1000 emp.) **Reviewed Date:** November 23, 2021 **What do you like best about Amazon Connect?** As a customer service rep taking 70-100 calls a day, I really like the simplicity of the system. CCP is pretty user-friendly, and the basic info I need like customer ph#s & the brand they are calling is right there on my screen. Easy to transfer & end calls, and change my status or "aux code" (switch from available to break, etc.). The old voice whispers we used to get were pre-recorded centuries ago by an employee who seemed to be frustrated and having a bad day; with Amazon connect the voice whisper is now a pleasant & consistent "Alexa" type AI voice. I also enjoy having the extra desk space free where my old, bulky Avaya phone used to sit. Also, the ability to use a USB headset (hello wireless dongle) is awesome!!! **What do you dislike about Amazon Connect?** Most of my dislikes I think are more directed to my company and the fact that they are not taking advantage of all the features that Amazon Connect offers - it seems they are focusing on purely cost savings vs. agent/team supervisor experience (we had $23.9 BILLION in global revenue in fiscal year 2021 FYI). For example, it's my understanding that AWS offers all your typical contact center metric reporting (you know - the metrics that are tied directly to our employment, raises, promotions, etc). Yet we don't "subscribe" to all of the AWS offerings. Therefore some data from AWS is merged with our data from Verint (our WFM/performance tracking software we had prior to AWS that we still "kind of" use) . It is then up to team supervisors to compile that data using a third program, and then export those reports and send them to their agents. The amount of errors with this duct tape and craft glue method is embarrassing and honestly infuriating (my company changed the game, but we still have to play by the old rules - and we hardly ever see the score). At least with our old hard phones and good old Verint, we could access our metrics at ANY time, view our individual trends, and take initiative to make corrections. Since our switch to AWS, 250+ agents are at the mercy of 15 different supervisors to correctly use this new duct tape & glue method exactly right and we are all instructed to "trust the system". I will also add that unless the user has fiber, dropped calls & connection issues are prevalent and disruptive. **What problems is Amazon Connect solving and how is that benefiting you?** In my contact center, we are graded on how many calls we disconnect ourselves; that is what triggers our customer service survey. The softphone is right there on the screen making it easy and fast to hang up. Also, not being tied to the short cord attached to my old bulky phone is a huge benefit. We have to buy our own USB headsets, but that allowed me to splurge for a wireless one. ### 49. Amazon connect **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Transportation/Trucking/Railroad | Enterprise (> 1000 emp.) **Reviewed Date:** December 30, 2021 **What do you like best about Amazon Connect?** The most helpful thing about using Amazon connect is that I'm able to use the platform directly on my computer not having to use a standalone physical phone system **What do you dislike about Amazon Connect?** What I dislike about it is that sometimes the information that comes through isn't accurate on the end of the customer so I always have to confirm that the information is correct on my end **Recommendations to others considering Amazon Connect:** Highly recommend that if you are looking for a program that can do multiple tasks such as determine where customers are needing to go and or just to be able to communicate with your customers with this program is a must **What problems is Amazon Connect solving and how is that benefiting you?** The problems that are being solved with Amazon connectors that we were able to get rid of our standalone physical phones to use Amazon and also Amazon connect is able to narrow down where to transfer the customers to so that they're not wasting time by getting to the wrong department which is a wonderful benefit ### 50. Great when it works **Rating:** 3.5/5.0 stars **Reviewed by:** Derek V. | Support Development Program, Mid-Market (51-1000 emp.) **Reviewed Date:** November 30, 2021 **What do you like best about Amazon Connect?** Amazon connect makes it simple to connect calls with your customers where you don't have to use your personal phone which is a major plus. Compared to others, the interface is just really simple and intuitive. **What do you dislike about Amazon Connect?** I've had quite a few issues throughout my 2+ years of using connect where it will just randomly drop calls, or it won't show an answer button to even answer the call. Issues with connecting basically. **Recommendations to others considering Amazon Connect:** Make sure you have a good headset to use since the connection may not be the greatest and have audio issues. **What problems is Amazon Connect solving and how is that benefiting you?** Connecting with customers. Our support team uses Amazon Connect as our support platform for customers to call in with issues and we can help them. It helps us make reaching out easy. ## 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?section=pricing&secure%5Bexpires_at%5D=2026-06-10+07%3A42%3A22+-0500&secure%5Bsession_id%5D=7534910f-61f5-44e1-9e20-035781314a65&secure%5Btoken%5D=a8ae101b0baede1ae490976e8445ba77d5dfaa2e30774f55a67a604d92d3e508&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 **Quality Assurance** - Evaluation - Calibration - Reports **Channels** - Voice - Social - Web Chat - Email **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 **Generative AI** - AI Text-to-Speech **Generative AI** - AI Text-to-Speech **Generative AI** - AI Text Summarization **Engagement** - Feedback - Dashboards - Training **Functions** - Session Routing - Session Queuing - Concurrent Calling - Speech Analytics - Auto Dialer - IVR - Inbound Screen Pop - Persistent Data **Administration** - Automation - Performance Analysis - Dashboards - Forecasting - Intraday Management **Workforce Management** - Call Monitoring - Performance Evaluation **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 **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 **Generative AI** - AI Text Generation - AI Text Summarization ## Top Amazon Connect Alternatives - [Talkdesk](https://www.g2.com/products/talkdesk/reviews) - 4.4/5.0 (2,424 reviews) - [NiCE CXone](https://www.g2.com/products/nice-cxone/reviews) - 4.3/5.0 (1,604 reviews) - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) - 4.4/5.0 (1,460 reviews)