--- title: "Amazon Connect Reviews, Pros and Cons - 2026 Software Advice" description: "Reviews of Amazon Connect. Learn how real users rate this software's ease-of-use, functionality, overall quality and customer support. Talk to our advisors to see if Amazon Connect is a good fit for you!" source_url: "https://www.softwareadvice.com/call-center/amazon-connect-profile/reviews/" page_type: "reviews" language: "en" --- 1 million+ businesses helped. Get advice Get Free Advice [Home](https://www.softwareadvice.com/) / [Telephony Software](https://www.softwareadvice.com/call-center/computer-telephony-integration-comparison/) / [Amazon Connect](https://www.softwareadvice.com/call-center/amazon-connect-profile/) / Amazon Connect Reviews Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee. [Overview](https://www.softwareadvice.com/call-center/amazon-connect-profile/) Reviews [Alternatives](https://www.softwareadvice.com/call-center/amazon-connect-profile/alternatives/) # Amazon Connect User Reviews ## Reviews summary - Overall rating: 4.5/5 - Total reviews: 96 ### Secondary ratings - Ease of use: 4.4/5 - Customer support: 4.4/5 - Value for money: 4.4/5 - Functionality: 4.4/5 ### Rating distribution - 5 stars: 57 reviews (59%) - 4 stars: 29 reviews (30%) - 3 stars: 8 reviews (8%) - 2 stars: 2 reviews (2%) - 1 star: 0 reviews (0%) ### Most mentioned pros - I particularly value the flexibility of the platform and the ability to integrate with other AWS tools for automation and analytics. While there is a learning curve during setup and occasional technical issues, the overall reliability, functionality, and performance make it a strong choice for modern contact center operations. - Managing both phone calls and web chats in one place works realllly well, and having AWS backed security handling our customer data gives us huge peace of mind. - The platform allows businesses to quickly set up and manage cloud contact centers without requiring large infrastructure investments. ### Most mentioned cons - It is very hard to customize Amazon Connect and there are documentation online about customizing the software but not as detail as a truely opensource software. - You have to go to various steps to connect, sometimes it leaves blank messages, sometimes it does not connect and you have to put in a ticket and it takes awhile to get support. - Some small configuration changes are not very intuitive. ## Amazon Connect customer reviews Showing reviews 1-25 of 96 (page 1). ### Scalable, but still needs a UI facelift and better customer support - Overall rating: 3/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Marketing and Advertising - Company size: 501-1000 employees - Product usage: Used monthly for less than 12 months - Reviewed: September 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 3/5 - Functionality: 5/5 #### Pros Strong AI capabilities and agent assistance, strong internal analytics, can integrate with a lot of different systems #### Cons Huge learning curve, way too many features that we don't know what to do with, implementation is a lot of work, customer service is not always reachable, still having UI issues --- ### Great virtual call center solution - Overall rating: 4/5 - Reviewer: kinury A. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: June 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Great to interconnect employees and easy to learn the curve for employees. We love that we no longer require a physical phone on each desk. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros Their virtual call center console, the fact that you have all logs in one console, and being able to export the data for its analysis. #### Cons Quality for calls is not always the best (audio); sometimes call are connected without having a ring. #### Reasons for switching to Amazon Connect mainly price and software integration, and interfaces. --- ### Good, customizable service - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Apparel & Fashion - Company size: 2-10 employees - Product usage: Used weekly for less than 12 months - Reviewed: March 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Positive! I quite enjoy using the software. It is easy to use if you know what your doing and what you need #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros I find it super easy to use and manage. I find it super simple and easy. Super customizable as well. #### Cons How customizable it can be is a bit of a challenge at times. Its very much lego like in how you build everything --- ### Flexible and super cost effective... but expect a bit of a learning curve. - Overall rating: 4/5 - Reviewer: Drew L. - Verified reviewer: Yes - Industry: Consumer Goods - Company size: 201-500 employees - Product usage: Used weekly for more than 2 years - Reviewed: July 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Been a pretty solid experience overall, no complaints here. There is a learning curve, but that can be surmounted if you read documentation and put in the effort. Overall, it's a solid product. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros The pay as you go pricing is by far the best feature! Ya aren't trapped in expensive, rigid per seat monthly contracts which saves a ton of money. Call quality is pretty darn crisp and reliable with virtually no lag or dropped calls during busy periods/high volume moments. Managing both phone calls and web chats in one place works realllly well, and having AWS backed security handling our customer data gives us huge peace of mind. #### Cons The initial setup has a bit of a learning curve, especially if you arent already comfortable adminning AWS. Building custom call flows isnt always intuitive at first and the default agent dashboard looks a bit plain unless you spend extra time customizing it lol. Also, setting up detailed reporting takes a few extra steps through other AWS tools rather than being built right into the main dashboard out of the box. --- ### Scalable and flexible cloud contact center - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Health, Wellness and Fitness - Company size: Self-Employed - Product usage: Used weekly for less than 12 months - Reviewed: April 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. It’s a powerful, cost-effective cloud contact center. Reliability is top-tier, and the integration with other AWS services like Lambda and Lex makes it incredibly flexible for automation. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros I love the pay-as-you-go pricing and how easily it scales. The drag-and-drop contact flow builder is a game-changer for setting up complex IVRs quickly without needing a telephony background. #### Cons The learning curve is steep for AWS beginners. The interface for real-time monitoring feels a bit dated and navigating the AWS console to manage permissions can be a headache. --- ### Good for call centre - Overall rating: 3/5 - Reviewer: Riana I. - Verified reviewer: Yes - Industry: Events Services - Company size: 501-1000 employees - Product usage: Used daily for less than 12 months - Reviewed: May 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. It has been okay. Very good for call centre but not as great for a direct line for an employee. Makes it hard to decline calls or see a call log #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros It is designed very well for a call center. I like how you can record calls for safety purposes and makes it easy to track teammates calls taken, minutes, etc. #### Cons I don’t like how there is a long messages that needs to be played in the beginning. I also think it should be easier to decline a phone call rather than leaving the caller on hold and still ringing #### Reasons for switching to Amazon Connect Contract with Cisco ended with company and new contact with AWS --- ### Scalable and User-Friendly Cloud Contact Center Solution - Overall rating: 5/5 - Reviewer: Piyusha P. - Verified reviewer: Yes - Industry: Hospital & Health Care - Company size: 201-500 employees - Product usage: Used weekly for less than 12 months - Reviewed: June 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. My overall experience with Amazon Connect has been very positive. It has helped streamline customer communication and improve operational efficiency through reliable cloud-based call management and omnichannel support features. The system is scalable, secure, and suitable for handling both inbound and outbound communication needs. I particularly value the flexibility of the platform and the ability to integrate with other AWS tools for automation and analytics. While there is a learning curve during setup and occasional technical issues, the overall reliability, functionality, and performance make it a strong choice for modern contact center operations. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros What I liked most about Amazon Connect is its flexibility and seamless integration with other AWS services. The platform allows businesses to quickly set up and manage cloud contact centers without requiring large infrastructure investments. The call routing and call management features are highly customizable, which helps improve customer experience and agent productivity. I also appreciate the real-time analytics, monitoring tools, and easy scalability during high call volumes. The chat and communication features are useful for supporting customers across multiple channels. Another advantage is the intuitive user interface, which makes day-to-day operations relatively easy once the initial setup is completed. #### Cons One drawback of Amazon Connect is that the initial setup and advanced configuration can be complex for teams without prior AWS knowledge. Some integrations and custom workflows may require technical expertise or developer support. There are also occasional bugs, call quality issues, or delays during peak usage, although they are not very frequent. Reporting customization can sometimes feel limited, and troubleshooting certain issues may take time. Additionally, customer support response times could be improved for more critical technical concerns. --- ### Reliable and scalable - Overall rating: 5/5 - Reviewer: Sonu P. - Verified reviewer: Yes - Industry: Consumer Goods - Company size: 51-200 employees - Product usage: Used daily for less than 2 years - Reviewed: April 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall, it’s been a reliable solution for our contact center needs. It works well, especially if you’re already using AWS services. We’ve been able to customize a lot of our workflows and improve how we handle customer calls. There were a few challenges initially while understanding the setup and integrations, but once things were in place, it’s been quite stable. Not perfect, but definitely a good long-term option for a scalable contact center. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros The biggest advantage for us has been how quickly we could get started without heavy setup. It’s fully cloud-based, so no infrastructure headaches. I also like how flexible the contact flows are, once you get used to it, you can build quite complex routing. Integration with other AWS services (like Lambda) is really useful for custom logic. Call quality has been stable most of the time, and scaling up agents during busy periods is very easy. #### Cons The UI can feel a bit clunky at times, especially when managing multiple flows or debugging issues. Reporting is decent but not very advanced out of the box, we had to build custom dashboards to get deeper insights. Also, if you’re not familiar with AWS, there’s definitely a learning curve in the beginning. Some small configuration changes are not very intuitive. --- ### Not the most efficient system - Overall rating: 2/5 - Reviewer: Victoria H. - Verified reviewer: Yes - Industry: Insurance - Company size: 51-200 employees - Product usage: Used daily for less than 12 months - Reviewed: February 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. My overall experience has unfortunately been awful, I have asked to use my personal phone instead and get reimbursed for calls. #### Ratings breakdown - Ease of use: 1/5 - Customer support: 2/5 - Functionality: 1/5 #### Pros The only thing I like about Amazon Connect is we don't have to use our personal phones and can you this line for external calls when it is working. #### Cons Almost Everything! You have to go to various steps to connect, sometimes it leaves blank messages, sometimes it does not connect and you have to put in a ticket and it takes awhile to get support. Then they just jump on teams when someone is available without a scheduled time. Also it is not reliable, many call saying they called me and it does not ring or allow messages sometimes. --- ### Good call center software - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 10000+ employees - Product usage: Used daily for less than 2 years - Reviewed: January 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall I like this product, it provide the basic calling and chat system to our customer, and it is reliable. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 3/5 - Functionality: 4/5 #### Pros We use amazon connect to power out chat and call systems, amazon connect is a secure contact center software and the price is totally worth the money, there are some learning curve on how the software behaves, but overall good call center software. #### Cons It is very hard to customize Amazon Connect and there are documentation online about customizing the software but not as detail as a truely opensource software. #### Reasons for switching to Amazon Connect Twilio is lack of international coverage --- ### Amazon Connect Review - Overall rating: 4/5 - Reviewer: Ethan B. - Verified reviewer: Yes - Industry: Automotive - Company size: 2-10 employees - Product usage: Used monthly for less than 2 years - Reviewed: July 2025 - Review source details: This review was submitted organically. No incentive was offered Depending on who your support is it can be good, but sometimes it can be more confusing then needed. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 3/5 - Functionality: 5/5 #### Pros I liked how easy it the support is to connect with between Amazon, I order a lot for my business so the support is nice #### Cons It is sometimes hard to uderstand what the person is saying as the language/accent Barrier can be confusing --- ### Amazontasic - Overall rating: 5/5 - Reviewer: Jazzmen M. - Verified reviewer: Yes - Industry: Arts and Crafts - Company size: 2-10 employees - Product usage: Used daily for less than 2 years - Reviewed: May 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros That their customer service agent gets to you immediately without a long wait. But once you do speak to someone they get the job done. #### Cons I least like that the drivers tend to not follow procedures and protocols when it comes to delivering as a part of coroner service --- ### Is Amazon Connect Right for You? Pros, Cons, and Key Takeaways - Overall rating: 5/5 - Reviewer: Andy H. - Verified reviewer: Yes - Industry: Education Management - Company size: 51-200 employees - Product usage: Used weekly for less than 6 months - Reviewed: June 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall, Amazon Connect earns strong marks for its scalability, affordability, and deep integration with AWS tools which makes it a solid choice for tech-forward organizations. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Amazon Connect is a scalable, cloud-based contact center platform praised for its easy setup, pay-as-you-go pricing, and seamless integration with other AWS services. I love in particular its flexibility and AI features. It's a great fit for tech-savvy teams who want customization power over a plug-and-play experience. #### Cons I think the biggest frustrations with Amazon Connect center around its steep learning curve, especially when setting up advanced features without AWS expertise. My coworkers and I found the out-of-the-box reporting tools limited and had to rely on custom solutions or third-party add-ons. We also witnessed some occasional call quality issues and a basic user interface that could use more polish. --- ### Try Amazon Connect - Overall rating: 5/5 - Reviewer: Shenice M. - Verified reviewer: Yes - Industry: Real Estate - Company size: 11-50 employees - Product usage: Used daily for less than 6 months - Reviewed: May 2025 - Review source details: This review was submitted organically. No incentive was offered allow staff to proactively engage in customers relevant information. Appt reminders, etc. Provides real-time and historical analytics to track customer interactions. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Easy to use, scalable, and offers a wide range of features to use throughout office staff on an everyday basics #### Cons everything is wonderful no complaints, powered by AI. Designed to help reduce cost and promote operational insights --- ### Offered a well-integrated solution for meeting the needs of customers - Overall rating: 4/5 - Reviewer: Alejandro R. - Verified reviewer: Yes - Industry: Marketing and Advertising - Company size: 201-500 employees - Product usage: Used weekly for less than 12 months - Reviewed: April 2025 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Amazon Connect is product with AI integrated in agents’ work process in order to improve the overall interaction with customers. It has real-time processing, which enables the enhancement of performance and facilitates quick and accurate decision making for operations across different channels of customer touchpoints. #### Cons The systemcould be extended and improved for data sharing through interfacing external systems. Integrating it with other CRM systems is not always seamless, and critical data discrepancies arise, and it becomes difficult for agents to track a customers record. --- ### Amazon Connect is a MUST try! - Overall rating: 4/5 - Reviewer: Najae C. - Verified reviewer: Yes - Industry: Hospital & Health Care - Company size: 11-50 employees - Product usage: Used monthly for less than 12 months - Reviewed: March 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall Amazon Connect is a high quality product with customization and flexibility. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros I like the scalability that Amazon Connect provides. It easily scales to accommodate business growth or Seasonal demand. It also provides a no need for on- premise hardware which reduces maintenance costs. #### Cons Some of the cons are that the setup it a little more complex. It requires technical knowledge for configuration and integration with existing systems. There is also limited out of the box features. Some advanced call center functionalities require third-party tools or custom development. --- ### Amazon connect review - Overall rating: 5/5 - Reviewer: Desiree S. - Verified reviewer: Yes - Industry: Hospital & Health Care - Company size: 11-50 employees - Product usage: Used weekly for less than 6 months - Reviewed: July 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. As my overall experience, I love this software. It's quick and efficient to use and real easy to get a hold of some one when needed #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros I like the chatting/messaging part of Amazon connect and the assistance received from this software based system. #### Cons Sometimes it has gone slow for me, however, I believe that was more of a signal issue than anything. I don't have any issues besides that. --- ### Amazon Connect is good for business! - Overall rating: 5/5 - Reviewer: Danny M. - Verified reviewer: Yes - Industry: Sports - Company size: 2-10 employees - Product usage: Used weekly for less than 12 months - Reviewed: March 2025 - Review source details: This review was submitted organically. No incentive was offered Overall very good experience and would recommend to other business users. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 3/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros I like the fact that its easy to integrate with AI chatbots and gives me real time analytics. #### Cons Sometimes there is call quality issues but they do seem to be improving. --- ### Amazon connect has been great for my buisness! - Overall rating: 5/5 - Reviewer: Stephanie B. - Verified reviewer: Yes - Industry: Health, Wellness and Fitness - Company size: 11-50 employees - Product usage: Used weekly for less than 6 months - Reviewed: June 2025 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Amazon connect has been great for my buisness! It has allowed me to easily integrate with other provider offices! #### Cons I do not have any negative reviews for Amazon connect. Everything has worked seamlessly and couldn’t be better! --- ### Amazon Connect Great but not best - Overall rating: 5/5 - Reviewer: Caleb S. - Verified reviewer: Yes - Industry: Nanotechnology - Company size: Self-Employed - Product usage: Used weekly for less than 6 months - Reviewed: June 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 3/5 - Customer support: 2/5 - Functionality: 3/5 #### Pros Its versaitility is just overal great. easy to use multiple uses it just puts the butter on my cups. #### Cons there ares some bugs but bugs are always expected in things. everything isnt just perfect tip top shape. --- ### amazon connect review - Overall rating: 5/5 - Reviewer: harrison s. - Verified reviewer: Yes - Industry: Retail - Company size: 11-50 employees - Product usage: Used monthly for less than 12 months - Reviewed: May 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Functionality: 5/5 #### Pros I like using this software. it helps keep me connected with my team. #### Cons There isn't much to dislike about the software it works great and runs smoothly. --- ### Some learning curve but helpful tool - Overall rating: 4/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Airlines/ Aviation - Company size: 51-200 employees - Product usage: Used monthly for less than 6 months - Reviewed: February 2025 - Review source details: This review was submitted organically. No incentive was offered It's good if you are willing to take time to learn technical side. It can be very helpful. #### Ratings breakdown - Ease of use: 2/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros I like how you don't have to pay so much money and it integrated AI to improve efficiency. I like that I can access from anywhere. #### Cons It is not super easy set up for first time beginners. You need some knowledge to set up and have learning curve. --- ### amazon review - Overall rating: 3/5 - Reviewer: Maria D. - Verified reviewer: Yes - Industry: Medical Practice - Company size: 11-50 employees - Product usage: Used monthly for less than 6 months - Reviewed: March 2025 - Review source details: This review was submitted organically. No incentive was offered Every time I have used it, it has been pretty simple. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 3/5 #### Pros We can get quick answers with any simple problem you might have. #### Cons Hard to get a human when you have a difficukt issue. --- ### Reduce cost in your organization. - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Logistics and Supply Chain - Company size: 51-200 employees - Product usage: Used daily for more than 2 years - Reviewed: June 2023 - Review source details: This review was submitted organically. No incentive was offered it makes job easier and manage agents performance on a daily basis. #### Ratings breakdown - Ease of use: 2/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros In terms of management everyone in staff can download KPIs or the KPIs that they wanted to coach to their agents.. Operation managers can have a clear understanding and a full view of the projects. #### Cons it has a lot of feature, a lot of information that i think i still have to discover. --- ### Amazon Connect - Overall rating: 4/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Telecommunications - Company size: 51-200 employees - Product usage: Used daily for less than 2 years - Reviewed: November 2022 - Review source details: This review was submitted organically. No incentive was offered Overall, Amazon Connect is user-friendly software with convenient features for any call center. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 3/5 - Functionality: 4/5 #### Pros Amazon Connect was super convenient for teaching many high school and college students the ropes of working in a call center! There is already a lot of overwhelming information we give them so having software as easy to use as this was so helpful! #### Cons Sometimes, calls would drop, which could be frustrating for us and our clients. Random glitches occasionally were well, but it was a great success for the most part. ## More reviews [Next reviews](https://www.softwareadvice.com/call-center/amazon-connect-profile/reviews/?page=2) --- Amazon Connect Reviews, Pros and Cons - 2026 Software Advice