Amazon Connect
About Amazon Connect
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Most Helpful Reviews for Amazon Connect
1 - 5 of 18 Reviews
Anonymous
51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
2
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed June 2023
Reduce cost in your organization.
it makes job easier and manage agents performance on a daily basis.
PROSIn 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.
CONSit has a lot of feature, a lot of information that i think i still have to discover.
Shubham
Computer Software, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed July 2023
A brilliant platform for contact centers
The pay-as-you-go pricing is very enticing, and so is the ability to customize the UI of the agents and provide them with real-time advice on how to deal with various calls.
CONSThere is no SMS support. You have to use Amazon Pinpoint for that, but the number you purchase in Pinpoint, can't be used in Connect. That leads to a very awkward experience.
Reason for choosing Amazon Connect
We chose Amazon Connect due to its cost-effectiveness and ease of integration.
Brooke
Computer Networking, 1,001-5,000 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed April 2024
Amazon Connect is excellent!
So easy to use and convenient for everyday needs.
CONSNothing. I love it and great prices. The ease of use is phenomenal
Darian
Insurance, 201-500 employees
Used daily for less than 6 months
OVERALL RATING:
3
EASE OF USE
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
3
Reviewed September 2021
Review of Amazon Connect
I think Amazon Connect is good as a phone tree, especially if you need any kind of automatons built in. Asking callers for info, parsing it through chatbots, routing speech into code to handle some sort of logic, things like that. I also think AC is good for speech and call tree analysis. That being said, it couldn't really fit our use case where it had to be an office user's main phone system. If you are using agents who take calls in a round-robin manner like a standard call center, it could work but we weren't doing that so it didn't work for us.
PROSWe liked how Amazon Connect allowed us to interact with custom code written on AWS Lambda along with the chatbots. We first prototyped using Amazon Connect with having an automated payment system and automated call trees. When the pandemic hit, we were able to quickly setup users to use it as a cloud-based phone system due to the simplicity of the UI. I think its one of very few phone systems / contact center solutions that allow for writing any kind of custom logic while a caller is on the phone.
CONSAt the time, we didn't like the small feature set of Amazon Connect in regards to being a contact center / phone system solution. A lot of the features we required could not be handled, such as voicemails and recorded statements. Additionally, we had problems with connectivity and reliability which frustrated our users. We had only been using Connect as an interim solution to our contact center needs while we figured out a more permanent fix.
Reason for choosing Amazon Connect
We initially chose Amazon Connect because it allowed a fully automated "chatbot - user" experience which was heavily customizable.
Jhon
Verified reviewer
Telecommunications, 501-1,000 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed June 2023
The contact center able to offer a unique user experience
Amazon Connect is the evolution for forward-thinking contact centers interested in providing their customers with a pleasant and interactive experience, Through its programmable IVR and thanks to the help of AI it allows to incorporate programmable and informative messages to customers in a matter of minutes and thanks to the robust integration of other Amazon services allows access to metrics with detailed graphs (Amazon Quicksigth) and a huge storage capacity (Amazon EC2) capable of saving the recordings of all calls without the risk of data loss, for reasons like this make Amazon Connect an ideal choice for contact centers in the cloud.
PROSSince the implementation of Amazon Connect we have been able to experience some of its most notorious features, we can have any number of telephone agents providing technical support from anywhere in the world since the tool does not require licenses tied to physical machines, the tool being an on-premises solution allows us to continue with the attention to users even when there were connection problems in the datacenter where the server of the old platform for receiving calls was hosted, large data storage capacity which is usable to store the number of calls that minute by minute enters our operation, detailed and configurable metrics that allows us to analyze the status of the operation in real time.
CONSThe graphical user interface is one of the points that has had more criticism from our team, it is clear that Amazon Connect has the functions to configure and monitor the operation in real time but the interface does not offer the intuitiveness that is required to perform some actions that require immediate response such as (display of ID_REMOTE, customized alerts for exceeding some metrics such as TMO, HOLD, call duration), additionally the diffusion of messages or notifications to the agents (pop-up) are help tools within the operation in which within Amazon Connect is not available.