Executive Office, 500+ employees
Free Trial
“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
Computer Networking, 500+ employees
Less than a year
“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
Medical Devices, 500+ employees
Less than a year
“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
Internet, 1-10 employees
More than a year
“Perfect fit for our needs”
Pros
Setting it up was fairly simple, especially with the excellent documentation. Since it's part of AWS, it integrates seamlessly with other Amazon apps, which is a huge plus. It's a trusted and well-maintained solution that works well for my business needs and overall, it's a stable platform.
Cons
I'm not sure if it's an amazon connect issue or related to VOIP dialers in general but we often get connection errors. We need to restart machines and clear caches to resolve the issues, which can be a bit annoying. The advice and solutions from Amazon and other sources tend to be inconsistent and not always reliable.
Rating Distribution
Ease of use
10
Value for money
8
Customer Support
6
Functionality
8
Computer Software, 51-100 employees
More than a year
“An outstanding platform for contact centers”
Pros
The pay-as-you-go pricing is really appealing to me and I love the ability to customize the UI for agents. It's also great to provide them with real-time advice on how to handle different types of calls.
Cons
There's no built in SMS support so I have to use Amazon Pinpoint for that. However the number I purchase in Pinpoint can't be used with Connect, which makes for an awkward experience.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
8
Functionality
10
Logistics and Supply Chain, 51-100 employees
More than a year
“it cut costs in your organization”
Pros
It makes my job easier and helps me manage agent performance on a daily basis.
Cons
It has a lot of features and a wealth of information, much of which I feel like I still need to explore and discover.
Rating Distribution
Ease of use
4
Value for money
10
Customer Support
10
Functionality
10
Telecommunications, 500+ employees
More than a year
“The contact center provides a unique user experience”
Pros
I see amazon connect as the future for contact centers that want to offer a pleasant and interactive customer experience. The programmable IVR and AI features allow me to quickly add informative messages for customers. The integration with other amazon services is also powerful, giving me access to detailed metrics (via amazon quickSight) and large storage capacity (via amazon EC2) to store all our call recordings without worrying about data loss. For these reasons, amazon connect is an ideal choice for my cloud based contact center.
Cons
The graphical user interface has received some criticism from my team. While Amazon Connect has the necessary functions to configure and monitor operations in real time, the interface isn't as simple as we'd like. Some actions that require an immediate response, like displaying remote IDs, setting custom alerts for metrics like TMO, hold times or call duration are harder to manage. Also, features like pop-up notifications or message diffusion to agents are missing, which would really help in day-to-day operations.
Rating Distribution
Ease of use
8
Value for money
8
Customer Support
10
Functionality
8
Banking, 500+ employees
More than a year
“Incredible value for money”
Pros
It's an extremely cost-effective solution for my needs.
Cons
I honestly can't say there's anything I dislike about Amazon Connect.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Broadcast Media, 51-100 employees
Less than a year
“Great features!”
Pros
Once I figured out the features, it became easy for me to use. I can easily view queues, track calls, monitor agents and access historical reports.
Cons
Sometimes our inbound calls don't ring, which can be frustrating.
Rating Distribution
Ease of use
10
Value for money
6
Customer Support
8
Functionality
8