Amazon Connect Software

Amazon Connect Software

Overview

Amazon Connect provides a comprehensive contact center platform that facilitates efficient customer issue resolution and need anticipation. It is easy to set up and accessible via an HTML5-compatible browser. Despite some criticism of its user interface, it seamlessly integrates with Amazon Web Services, enhancing service and agent productivity.

Amazon Connect Software Specifications

Interactive Voice Response (IVR)

Call Recording

Call Monitoring

Call Reporting and Analytics

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What Is Amazon Connect Software?

Overview

Amazon Connect software is an AI-powered application that offers a seamless experience for contact center customers and users, featuring a comprehensive suite of communication tools. With the intuitive Amazon Connect admin website, users can set up a contact center, add remote agents, and start engaging customers—all without coding and with the flexibility to innovate and make changes in minutes.

Amazon Connect Software Pricing

Amazon Connect pricing is pay-as-you-go with no minimum monthly fees, long-term commitments, or upfront charges. A free trial is also available. Request a detailed Amazon Connect software price analysis that fits your business requirements.

Amazon Connect Software Integrations

Amazon Connect integrates with various applications, including:

Users can schedule an Amazon Connect software demo to learn more about its integrational capabilities.

Who Is Amazon Connect Software For?

Amazon Connect software caters to multiple users in call center services, including:

  • Customers
  • Agents
  • Supervisors
  • Administrators

Is Amazon Connect Software Right For You?

Amazon Connect provides skills-based routing to connect customers with the right agents, alongside task management for efficient follow-ups. Unified customer profiles, enhanced by AI and machine learning, enable agents to engage with customers swiftly through voice and chat for personalized support.

Are you still unsure about Amazon Connect software? Contact us at (661) 384-7070 and get expert assistance from our team regarding any further queries.

Amazon Connect Software Features

Amazon Connect Tasks simplifies task management by allowing agents to prioritize, assign, and track tasks across systems, ensuring quick resolution. It also automates non-agent tasks through workflows for greater efficiency.

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The chat feature supports asynchronous, encrypted messaging with Apple Messages for Business integration, enabling secure communication, scheduling, and transactions. Amazon Connect SMS offers two-way messaging with automation through Amazon Lex for seamless customer engagement.

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The case management tool enables agents to efficiently manage multi-interaction customer issues, track tasks, and access experts. It provides a unified view of case details to streamline resolutions and improve customer satisfaction.

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Amazon Q in Connect, an AI-enhanced tool, analyzes calls and messages in real-time. It delivers agents proactive responses and recommended actions, boosting productivity and customer satisfaction with context-aware guidance.

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This feature uses machine learning to analyze 6+ months of contact data, providing accurate short and long-term forecasts to optimize capacity planning, agent scheduling, and operational efficiency.

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Pros And Cons of Amazon Connect Software

Pros

  • Provides large storage capacity for call recordings and detailed metrics

  • Features an intuitive drag-and-drop interface

  • Highly scalable

  • Utilizes AI for real-time performance improvements and natural language understanding

Cons

  • Limited non-phone features

  • Some advanced features may require technical expertise to configure

  • No SMS support

Amazon Connect Software Reviews

Total 9 reviews

4.6

All reviews are from verified customers

Rating Distribution

5

Stars

56%

4

Stars

44%

3

Stars

0%

2

Stars

0%

1

Stars

0%

Share your experience

K

Kremena

Executive Office, 500+ employees

Free Trial

5.0
September 2024

“A robust contact center solution

Pros

The integration with AWS services is seamless for me, which enhances the overall functionality. It's highly scalable, making it suitable for businesses of all sizes. I also love how the AI powered features help with real-time performance improvements and natural language understanding. The user interface is intuitive and the drag-and-drop system for building call flows makes it easy. Plus the pay-as-you-go pricing model is very cost-effective.

Cons

One downside I've noticed is that Amazon Connect is primarily focused on telephony, with limited features for non-phone use cases. Occasionally there are connection errors that can affect call quality. Additionally some of the advanced features require technical expertise to set up properly.

Rating Distribution

Ease of use

10

Value for money

8

Customer Support

10

Functionality

9

B

Brooke

Computer Networking, 500+ employees

Less than a year

5.0
April 2024

“Outstanding!!

Pros

It's incredibly easy for me to use and really convenient for my everyday needs.

Cons

I don't have any complaints. I absolutely love it and the pricing is great. The ease of use is phenomenal.

Rating Distribution

Ease of use

10

Value for money

10

Customer Support

10

Functionality

10

A

Anonymous

Medical Devices, 500+ employees

Less than a year

4.0
October 2023

“It shows great potential

Pros

I find it simple to navigate and well organized. It has a lot of great features that I appreciate.

Cons

We do experience daily connectivity issues. We end up spending more time troubleshooting problems than we'd like to.

Rating Distribution

Ease of use

6

Value for money

7

Customer Support

7

Functionality

7

View All 9 Reviews

Frequently Asked Questions

Yes, Amazon Connect software provides API access.

Amazon Connect software supports multiple languages including Arabic, Vietnamese, Polish, Dutch, Turkish, Czech, Thai, Estonian, Galician, Croatian, Slovenian, Finnish, Serbian (Latin), Serbian (Cyrillic), Greek, Hebrew, Japanese, Chinese (Simplified), Norwegian (Bokmål), Portuguese, Basque, French, Lithuanian, Hindi, Icelandic, Korean, Romanian, Malay, Slovak, Spanish, German, Catalan, English, Irish, Hungarian, Chinese (Traditional), Indonesian, Swedish, Latvian, and Italian.

Amazon Connect software integrates with several applications, including Salesforce, Zendesk, ServiceNow, Slack, and Marketo. Watch the Amazon Connect software demo to learn more about its integration options.

Amazon Connect software does not offer support for mobile devices but is accessible through web browsers.

Amazon Connect pricing operates on a pay-as-you-go model with no minimum monthly fees, long-term commitments, or upfront charges. A free trial is also available. Users can request a custom quote for a detailed Amazon Connect software cost analysis.

Amazon Connect software benefits customers, agents, supervisors, and administrators.

Amazon Connect software offers support through a knowledge base, phone, email/help desk, and FAQs/forums.