Share your experience using Amazon Pinpoint

Campaigns, specifically voice outbound campaigns and SMS campaigns, are integrated with marketing CRM or ERP systems to automate and put custom solutions. They also integrate with contact center technology like Amazon Connect or can run independently.

The Journey Orchestrator helps create personalized campaigns based on customers. It's an effective and powerful feature for executing marketing campaigns, allowing cocreation of the engagement experience with customers. 

Also, Pinpoint provides analytics to assess how many campaign leads were successfully reached and helps analyze the effectiveness of the campaign.

Claiming a Pinpoint number should be more integrated with Amazon Connect. A phone number claimed from Pinpoint should be compatible with Amazon Connect. 

Enhancing the experience of contact centers by bringing the Pinpoint console into the Amazon Connect console, so users do not have to navigate to Pinpoint separately, would improve the process.

I have been using the solution for around four years.

I rated the stability of Pinpoint as eight out of ten. I am pretty happy with this level of stability and have no suggestions for improvement.

I rated the scalability of Pinpoint as eight out of ten. Currently, I am satisfied with this level, although more features might affect scalability in the future.

The technical support for Pinpoint is rated as eight out of ten. The service team provides good support, and the response time is also rated as eight.

Positive

I rated the initial setup as seven. The setup process is manual, without much automation, requiring users to follow specific steps through the console.

I rated the pricing as five out of ten. Pinpoint is moderately fairly priced yet slightly higher than expected. Users must carefully evaluate pricing options and carrier limitations in their countries.

Setting up the underlying channels for the campaign requires extensive preparation. Users must evaluate various pricing options and carrier limitations based on the country for voice, text, or in-app messaging, especially when local carriers are involved. 

Overall, I rate Amazon Pinpoint eight out of ten.

We use Amazon Pinpoint for outbound campaigns. Outbound campaigns refer to automated outgoing calls to end users, often managed through a call center.

From my experience, Amazon Pinpoint's most valuable feature is its ability to deploy outbound projects quickly. It is easy to use when setting up outbound campaigns, allowing us to deploy solutions rapidly. It is easy to learn. 

In my opinion, Amazon Pinpoint needs improvement in several areas. It lacks many features that competitors like Genesys offer. For example, we cannot set up multiple campaign plans or switch campaigns from one set of customers to another. Additionally, reporting functionality needs to be improved.

Amazon Pinpoint's reporting could be improved by providing more detailed insights into call activities. For example, users should be able to see metrics such as the number of end users called, the number of pending calls, and the outcomes of those calls (e.g., successful connections and unanswered calls). Additionally, users should be able to access this information through a dashboard or download reports directly from the platform.

The tool's segmentation feature is good. However, there is room for improvement, particularly in updating dynamic segments.

Performance is key. If customers or companies using Amazon Pinpoint don't see its effectiveness in reaching their audience, they won't invest in it.

I have been using the product for one and a half years. 

My company has four to five users. 

I rate the product's support a two point five out of five. Its support doesn't typically delay in responding to issues. However, occasionally, there may be one or two instances out of a hundred where there's a delay. My main concern lies with the quality of response and support received. While they usually respond promptly, the support could be more productive and valuable. Often, their response is limited to sending document links, which we could access ourselves. We expect AWS support to offer more real-time engagement and provide actual solutions or fixes rather than just referring us to documentation.

The tool's deployment is straightforward. However, it's important to note that Amazon Pinpoint is a service, so there's no installation process. Deployment is easy, but there's room for improvement regarding feature availability and functionality.

Amazon Pinpoint itself is inexpensive. However, additional services that may be required in conjunction with it, such as custom reporting services, can be costly.

I rate the product a six out of ten.