Share your experience using Amazon Connect

I used to work with Amazon Connect at a company where we had proof of concept labs that we offered to clients. My co-workers and I designed products to offer to clients, including integration with Salesforce or integration with Zendesk. These are the most demanded integrations that clients seek in contact center applications.

Additionally, we worked with the standard features that Amazon Connect has, such as the design and configuration of flows and IVRs, configuration of queues, and other essential functions that every contact center application should have.

The feature I find best about Amazon Connect, which is currently on trend, is the artificial intelligence. It helps us maintain continuity with the client. For instance, if a client calls for a ticket and calls again after three days, we can keep the same ticket or request to provide follow-up with the same agent or person. That is a valuable feature.

Another important capability I discovered is that, from a technical perspective, you can select the caller ID in such a way that if one of your direct numbers fails, you can select another one to proceed with the calls. The system is not dependent on one calling number.

In terms of improvements for Amazon Connect, it has numerous features that should be enhanced, and the price could be one of them. I consider that there are other applications that could accomplish the same tasks in an easier way, but the cost of the product is somewhat expensive.

I have been using Amazon Connect since one year ago.

Regarding the stability of Amazon Connect, in my case, the stability is 100%. At the moment, it remains at 100%. I have never experienced any issues regarding failover or any failure in the cloud. It is completely reliable.

The scalability of Amazon Connect is something that AWS always offers us. It is a native feature that AWS has because scalability is part of the nature of this product. Since it operates within AWS, all the applications can be scaled easily.

My impression of the support team from Amazon on a scale from one to 10 would be a seven. This rating is because globally, there are not enough engineers with sufficient experience with Amazon Connect. While it is not a new product, the people who provide support don't have enough experience in my consideration.

Positive

The initial setup and deployment of Amazon Connect are straightforward and super streamlined.

Amazon Connect is worth the money to have as a tool. It is one of the three most valuable contact center applications available nowadays.

Amazon Connect is not an easy tool to use for everyone. Based on my experience as a voice engineer without experience as a developer or relations with Python or C++, I consider that these new applications are more focused on developers. Every application or feature that clients request tends to be developed by developers because it integrates more coding and developer skills. For those more focused on voice protocols without coding experience, the learning curve is quite difficult.

A significant advantage is that you can download and work with a free tier with Amazon Connect. You can create products, new features, or proof of concepts for clients with this feature. This capability is not possible with Genesis, as you need to be a partner or have similar credentials.

I would recommend Amazon Connect to organizations seeking an easy application if they have engineers without extensive experience. For companies with a development team, they can work together effectively. If you have sufficient budget and want to invest in a robust application, this solution is ideal.

On a scale of 1-10, I rate Amazon Connect a 9 out of 10.

I create solutions for different companies in different industries using Amazon Connect. I basically prepare the architecture, create the budget, and deploy the solution.

What I appreciate best about Amazon Connect is its simplicity. You can easily set up a contact center solution within a couple of hours, which is extremely beneficial. Its cost is really advantageous when compared to other contact center solutions, as deploying your own on-premise contact center solution would be way more expensive than this.

The integrations that you can make within this system are extensive. You can integrate Amazon Connect with virtually any service that offers an API, which is great.

There is room for improvement in Amazon Connect. I normally use infrastructure as code to make the deployments and I use the AWS CDK service, which is an infrastructure as code platform. Support for that specific service for Amazon Connect is basically non-existent. There is little information and support about Amazon Connect.

I have been working with Amazon Connect for two or three years.

I have not faced any challenges with stability while using Amazon Connect. It is very robust.

My impressions on the scalability of Amazon Connect are positive. This is a serverless service, so it will automatically scale to any number of calls that you need or require.

AWS Support team is awesome.

The initial setup with Amazon Connect is straightforward. You can find a tutorial online and you can set up a contact center with basic functionality, such as receiving calls and outbound calls, within a couple of hours. Anybody without technical experience can do that.

We are partners with Amazon.

You need to have experience with Amazon Connect, as it is easy to use but requires some knowledge of web development, software development, and the AWS ecosystem.

My advice for people who are newcomers to Amazon Connect is that it may be overwhelming at the beginning because there is a lot of information online. It takes time and practice to get the hang of it. Be patient.

On a scale of 1-10, I rate Amazon Connect a 9.