Share your experience using Amazon Connect

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.

Private Cloud

Amazon Web Services (AWS)

I have been using Amazon Connect for a couple of months for one of my customer projects. We used Amazon Connect for a customer similar to Teleperformance who was asking for a service to handle the customer service environment. The customer asked for integration with Amazon Connect and Amazon Lex.

The stability of the application and the services of Amazon Connect is very good, especially when it integrates with Lex, making the customer service solution more efficient.

This integration helped with automation. AI was very helpful for the automation of customer service capabilities.

I do not remember specific features that could be added to Amazon Connect, to be honest, but it has been a long time since I was involved in the project.

I have been using Amazon Connect for a couple of months on a customer project, but not extensively, approximately three months in that area.

The stability of the application and the services of Amazon Connect is very good, especially when it integrates with Lex and makes the customer service solution more efficient.

I do not think there are negative sides with Amazon Connect. Most of my customers I worked with or heard speaking about Amazon Connect and Lex are speaking in a positive way.

Amazon Connect is a scalable solution.

The technical support from AWS is average.

It is average because not every time I find a solution. Sometimes I debate with the support team but without result. We try to find a workaround by ourselves. But sometimes they give us the answers. That is why the support is not 100% providing the solutions we need or helping us and not 100% solving any issue. So they are in the average.

I would rate support from a six to seven.

Positive

I have not been working with the omnichannel communication feature.

I have not been using something similar to Amazon Connect, to be honest, but especially now with Google, I am focusing on the serverless services more, like Cloud Run and Cloud Function.

Regarding the installation of the product, it is not that easy but still in the average. It is not easy 100% or difficult 100%. It is just a step through and you did it; it is not that difficult.

I led the people to implement Amazon Connect but was not directly involved in the implementation. For the project I worked on, I do not have many challenges, because the team with me is prepared and has worked with Amazon Connect before. The project is not that big.

The customer is satisfied.

Most of my customers are not going with the pay-as-you-go pricing model, as they prefer yearly contracts or three-year contracts. They reserve it. So not all the services we used are pay-as-you-go; mostly it is yearly or three-year plans.

In general, I would say that Amazon Connect is expensive, as it is above average.

The installation is not that easy, but it is still in the average. We deployed Amazon Connect on AWS cloud. I give this review an overall rating of 8.

Public Cloud

Amazon Web Services (AWS)