Share your experience using Amazon Connect

I work primarily with large enterprise contact centers using Amazon Connect. The platform is typically used for customer interactions, allowing customers to contact insurance companies, banks, utility companies, energy companies, and telecom companies.

I have experience integrating Amazon Connect with AI-powered services such as Amazon Lex. Amazon Connect uses Lex extensively within the platform. There is a native integration between Amazon Connect and Amazon Lex, which is essential because you cannot accomplish much in Amazon Connect without that Lex capability.

This integration enhances automated customer service capabilities by enabling a transition to natural language processing. Instead of using push buttons, customers can explain why they are calling, and Lex understands the voice input.

Many aspects of Amazon Connect are valuable. One of the key values is that it operates on a pay-as-you-go platform model. Amazon Connect is cloud-native, multi-channel, has good analytical capability and reporting, is a stable platform, and is receiving huge investment from AWS.

Amazon Connect's real-time and historical metrics are very strong, and they continue to improve. However, the key thing lacking is the scope of out-of-the-box reporting capabilities, though overall it is very good.

The omni-channel communication features of Amazon Connect are excellent now. Initially, they were not as strong, but more recently they have become very good for voice, chat, email, and messaging.

The key advantage is that typically you use the same process flow for all channels in Amazon Connect, so you do not have to create different flows for each channel, which is a truly valuable use case.

To improve the reporting, it would be beneficial to provide better visualization of the data. Currently, you typically have to take the data out into another service to make it readable and understandable. It would be easier if it were available in that format from the start.

Amazon Connect should continue to develop the AI capability within the platform and improve the performance of the AI features, as they are still relatively new and the performance can sometimes be inconsistent. Additionally, there are a number of basic features that could potentially be continued to be improved.

The pricing and licensing of Amazon Connect are not licensed. The pricing is consumption-based with two pricing models: one called the AI pricing model and the other called basic. Amazon Connect should provide greater clarity for customers on the pros and cons of its pricing, as some customers might end up paying more than they should if they do not understand it properly.

I believe Amazon Connect should add more information on how the pricing works. It is available publicly, which is good. However, when you turn on Amazon Connect, you immediately start using the AI pricing bundle, which may not be the most appropriate for some customers, resulting in them paying nearly twice as much as they should.

I have been working with Amazon Connect for eight years.

I would rate the stability level of Amazon Connect as a ten. I have not experienced any issues or challenges with the stability, not even minor ones.

Amazon Connect is a very scalable platform. However, it can sometimes be constrained by what are called service limits. I would rate the scalability of Amazon Connect as a nine.

I communicate with the technical support of Amazon Connect on various matters.

My experience with their services is that they are very competent once you get to the right engineer. However, the process can be somewhat cumbersome. By cumbersome, I mean that you have to raise a service ticket through the Amazon console, and it is not always clear how that is being monitored or tracked, which can affect how quickly it gets picked up. Once it gets picked up, you need to ensure you have the right engineer to solve the problem you have raised.

I would rate the technical support from Amazon Connect as an eight. It is very good once you get to the right person.

I participate in the initial setup and deployment of Amazon Connect.

In my opinion, the usual initial setup is very straightforward. It is an easy-to-use platform that can be configured very easily, which is one of its strengths.

The key thing for deployment in Amazon Connect is understanding what the use case or use cases are and then configuring the platform to achieve the outcomes that the business operations people need. Requirements gathering is a key part of it, and then it is about iteratively building out the platform based on those requirements.

The key thing for deployment in Amazon Connect is understanding what the use case or use cases are and then configuring the platform to achieve the outcomes that the business operations people need. Requirements gathering is a key part of it, and then it is about iteratively building out the platform based on those requirements.

The requirements do differ based on the customer. At a general level, they are all the same, but there are nuances between different types of customers due to their different setups and demands.

I would rate this review overall as an eight.

My main use case for Amazon Connect is for IVR Plus. A specific example of how I'm using Amazon Connect for IVR Plus is that it's part of our claims. Amazon Connect fits into our claims workflow by gathering information and looking up to make sure the call and the claim number match, and then getting into the appropriate connecting part, after which we get the summary of the call.

Behind the scenes, Amazon Connect is the plug-and-play solution which calls the APIs, and that is what we use with NICE CXone IVR.

The best features Amazon Connect offers are plug-and-play concepts that are easy to configure within our AWS stack in our account, and we don't need more expertise on it.

The ease of configuration of Amazon Connect has helped my team significantly; it's pretty much an initial learning curve, but the remaining features are all available, and we have been using AWS stack since we have expertise and developers that are very close, and we work with AWS partners and certified resources.

Amazon Connect has positively impacted our organization because we used to have manual processing to gather more information and then create the summary, which takes time for our customers, but now it's a plug-in solution, and as I discussed earlier, this summary is very helpful for us to review and settle the claim early.

I don't have any improvements to suggest for Amazon Connect.

I have been using Amazon Connect for seven months.

In my experience, Amazon Connect is stable.

Amazon Connect's scalability is good.

The customer support for Amazon Connect is good.

Positive

We didn't have any solutions before Amazon Connect.

I'm not sure about my experience with pricing, setup cost, and licensing. I purchased Amazon Connect through the AWS Marketplace.

In my case, my company is a customer, and we don't have a business relationship with this vendor beyond that.

I don't have the metrics with me to share any return on investment with Amazon Connect.

I'm not sure about my experience with pricing, setup cost, and licensing. I purchased Amazon Connect through the AWS Marketplace.

We were looking into options such as NICE CXone before choosing Amazon Connect.

I have noticed time savings or efficiency improvements of almost 40 percent. My advice for others looking into using Amazon Connect is that you can expand a lot of your capabilities if you have API connect, configuration, workflows, and routing logics; everything can be configured within your VPC. I would rate this product a 7 out of 10.