Amazon Connect Reviews

Name: Amazon Connect
Brand: Amazon Web Services (AWS)
Rating: 4 (12 reviews)

4.1 out of 5

12 reviews
100% willing to recommend

What is Amazon Connect?UNIXBusinessApplication
Price:

Amazon Connect, or AWS Connect, is a cloud-based contact center solution from Amazon Web Services. The platform stands out for its scalable cloud infrastructure that adjusts to fluctuating demand, eliminating the need to maintain physical hardware. Amazon Connect was developed to give Amazon customers personal, dynamic, and natural experiences. As their team said, "We couldn’t find one that met our needs, so we built it." They made this solution available for all businesses, and today, companies ranging from 10 to tens of thousands of agents use Amazon Connect to serve millions of customers daily.

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Amazon Connect is the #1 ranked solution in top Contact Center Platforms and #3 ranked solution in top Contact Center as a Service (CCaaS) solutions. PeerSpot users give Amazon Connect an average rating of 8.2 out of 10. Amazon Connect is most commonly compared to Genesys Cloud CX: Amazon Connect vs Genesys Cloud CX. Amazon Connect is popular among the large enterprise segment, accounting for 67% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a computer software company, accounting for 21% of all views.

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Featured reviews

Rajni Kumar Jha

Senior Software Engineer at JPMorgan Chase & Co.

Apr 3, 2024

My recommendation depends on your exact requirements. It involves the following aspects: * What's the size of your operation? * What specific purposes do you have in mind? * Could you elaborate on how you intend to use it? For example, if I have a call center with 30 people, and I primarily want to use it for call center operations. I wouldn't recommend Avaya or Cisco. I'd suggest considering either Amazon Connect or Salesforce Service Cloud (voice services). For Amazon Connect, I'd rate it a seven out of ten. There are a few features they still need to improve, particularly with Customer Profiles and case management. If these features become as robust as Salesforce, then Amazon Connect could be a complete contact center solution without the need to integrate third-party CRM tools like Salesforce.

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Nizamuddeen TZ

Assistant Consultant at Tata Consultancy

Apr 2, 2024

Everything is fine. We haven't encountered any issues. However, due to network issues, the agent desktop might be affected. If the firewall blocks the agent's desktop, connectivity might be disrupted. It is essential to ensure a robust network setup. Amazon Connect operates on a user-based system, guaranteeing a 99.99% uptime. Users will receive all calls and can make outbound calls as needed. However, there are no profit margins associated with this feature. If there are system issues, they will be addressed promptly. Our clients successfully use the platform without any disruptions, thanks to its active scaling capabilities. The system is designed to handle high loads without hanging, providing a seamless experience for users.

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Praveen Minumula

CEO and Founder at Arystech

Apr 3, 2024

If you compare it to pre-packaged contact center solutions from companies like Genesys or Avaya, those have a more robust UI out of the box. With Amazon Connect, it's an open platform. You can integrate it with whatever you want. So, the features might seem limited initially, but the capabilities are vast due to the open platform, APIs, etc. For a company with technical resources, it's a great tool. But for someone who wants a pre-packaged solution where everything is ready to use with some customization, it's a little more challenging. Getting information about the system might require multiple steps for agent supervisors.

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Amazon Connect market share

Product category:

As of April 2024, the market share of Amazon Connect in the Contact Center Platforms category stands at 28.6%, marking a decrease of 17.1% compared to the previous year, according to calculations based on PeerSpot user engagement data.

Contact Center Platforms

Key learnings from peers

Last updated May 2, 2024

Valuable Features

"Amazon Connect is really simple, straightforward, and very flexible."
"What I like most is how well it integrates with other AWS services, the ease of implementation, and the robust partner network that supports it."
"There are a lot of features with Amazon Connect. One is the pay-as-you-go model. I don't have to buy any infrastructure or servers, licenses, or contracts. From a financial point of view, there's no upfront capital expenditure (capex) cost. Everything is pay-as-you-go."

Room for Improvement

"For enterprises to get maximum use, we often need a dialer system. or example – you have a list of people to call, you load it, and the system automatically dials and connects you without having to manually dial each number. That's the kind of automated outbound dialing feature."
"Amazon Connect should enhance its native agent desktop. Intuitive UI should be present for the agent desktop. Currently, it forces users to rely on third-party CRM integrations. Predominantly, there is no support for full-fledged customization for the native agent desktop. More customization options for the native desktop would be beneficial."
"For a company with technical resources, it's a great tool. But for someone who wants a pre-packaged solution where everything is ready to use with some customization, it's a little more challenging."

Pricing

Amazon Connect uses a pay-as-you-go pricing approach based on usage and capabilities. Key pricing factors include:

Per minute fees for inbound, outbound, and campaign voice calls
Data transfer fees per GB within AWS or external networks
Optional dedicated instances for high volume needs
Phone number fees per number provisioned
Add-on costs for advanced features like chat, messaging, and AI-powered bots

Rates vary for components like voice minutes, data transfer, and phone numbers based on regions, call types, and number types. Dedicated instances offer tiered hourly pricing.

Overall, Amazon Connect provides flexible scaling and only charges for what you use. Usage costs, specialized configurations, and additional capabilities determine total monthly fees. The pay-as-you-go model allows businesses to align spending with customer demand and expand features as needed.

More info can be found on the Amazon Connect website.

"I would rate the pricing a nine out of ten, with ten being the most affordable."
"Amazon Connect has a pay-as-you-go model. But I have a slightly different perspective on it."
"The licensing is a pay-as-you-go model."

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

Download our Amazon Connect Buyer's Guide for additional reliable information.

Review data by company size

By reviewers

By visitors reading reviews

Top industries

By visitors reading reviews

Computer Software Company

21%

Financial Services Firm

11%

Manufacturing Company

Government

Insurance Company

Healthcare Company

Real Estate/Law Firm

Energy/Utilities Company

Construction Company

Retailer

Logistics Company

Hospitality Company

Legal Firm

Comms Service Provider

Educational Organization

University

Outsourcing Company

Wholesaler/Distributor

Media Company

Performing Arts

Non Profit

Transportation Company

Recreational Facilities/Services Company

Compare Amazon Connect with alternative products

Learn more about Amazon Connect

Designed from the ground up to be omnichannel, Amazon Connect provides a seamless experience across voice and chat for your customers and agents. This includes one set of tools for skills-based routing, powerful real-time and historical analytics, and easy-to-use intuitive management tools – all with pay-as-you-go pricing. Unique interaction-based pricing allows cost-effective scaling, significantly benefiting growing SMBs. And built-in AI/ML capabilities fuel features like chatbots, predictive routing, and interactive voice response to optimize customer and agent interactions.

Amazon Connect's cloud-native and scalable infrastructure benefits IT professionals, who often grapple with the challenges of fluctuating call volumes and the maintenance of physical infrastructure. The infrastructure ensures robust scalability and reliability, allowing businesses to adjust their operations seamlessly with demand changes. Amazon Connect also simplifies deployment with an intuitive interface and seamless integration with applications like CRM software and workforce management tools. This creates a unified ecosystem to enhance customer insights, agent productivity, and omnichannel engagement.

Overall, Amazon Connect removes the complexity of managing on-premises systems while providing advanced automation, analytics, and omnichannel capabilities. This enables organizations to deliver personalized, efficient customer experiences across channels in a scalable, cost-effective way.

Amazon Connect was previously known as AWS Connect.

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Amazon Connect customers

Capital One, Intuit, Adobe, Siemens, LegalZoom, DXC technology, Rackspace, Bellhop, American Preparatory Academy, The University of Texas at Dallas, University of Auckland, Origin Energy, and others.