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Amazon Connect Reviews

Vendor: Amazon Web Services (AWS)
4.2 out of 5
Badge Ranked 1
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What is Amazon Connect?

Amazon Connect is a cloud-based contact center solution known for easy setup, flexible contact flow design, and integration with AWS services. It features a pay-as-you-go pricing model, offering real-time analytics, scalability, and support for both chat and voice interactions.

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Amazon Connect is the #1 ranked solution in top Contact Center Platforms and top Contact Center as a Service (CCaaS) solutions. PeerSpot users give Amazon Connect an average rating of 8.4 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 62% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a computer software company, accounting for 16% of all views.
Buyer's Guide
Amazon Connect
August 2025
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Amazon Connect mindshare

Product category:
Contact Center Platforms
As of August 2025, the mindshare of Amazon Connect in the Contact Center Platforms category stands at 24.0%, down from 26.1% compared to the previous year, according to calculations based on PeerSpot user engagement data.
Contact Center Platforms Market Share Distribution
ProductMarket Share (%)
Amazon Connect24.0%
Genesys Cloud CX19.1%
Five915.8%
Other41.099999999999994%
Contact Center Platforms

PeerResearch reports based on Amazon Connect reviews

TypeTitleDate
CategoryContact Center PlatformsAug 28, 2025Download
ProductReviews, tips, and advice from real usersAug 28, 2025Download
ComparisonAmazon Connect vs Five9Aug 28, 2025Download
ComparisonAmazon Connect vs Genesys Cloud CXAug 28, 2025Download
ComparisonAmazon Connect vs TalkDeskAug 28, 2025Download
Suggested products
TitleRatingMindshareRecommending
Genesys Cloud CX4.419.1%100%12 interviewsAdd to research
NICE CXone4.1N/A96%15 interviewsAdd to research
 
 
Key learnings from peers

Valuable Features

Amazon Connect's most valued features include private network communication, easy setup, and integration with AWS services. Users benefit from call diversion, voicemail, and AI-powered functions like Lex Bots. It's cost-effective, requiring no infrastructure purchases and offering a pay-as-you-go model. Integration is seamless with AWS services, enabling chat and voice interaction. Users appreciate its ease of use, scalability, and flexibility, with features like drag-and-drop contact flows and real-time analytics.
  • "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."
  • "Amazon Connect enhances customer experience by reducing operating costs due to its cloud-based pay-as-you-go model."
  • "The Connect Lens feature most improves contact center efficiency by providing insights into customer journeys, behavior, and sentiment scores, allowing for areas of improvement to be identified and addressed."

Room for Improvement

Amazon Connect could improve its pricing model as high costs can be an issue, particularly for fluctuating call volumes. Enhancements in Workforce Management capabilities and integrations, like CRM solutions, could simplify implementation. Improving global and multi-channel support is essential. Native SIP integration, intuitive agent desktop UI, and in-depth reporting would be beneficial. Expanding telephony coverage, enhancing call quality, and providing robust outbound features are other areas needing attention.
  • "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."
  • "Amazon Connect could benefit from having flow blocks that do that naturally without having another company behind it supporting it."
  • "Amazon Connect should have a solution for customers who have heavily invested in previous CCaaS solutions; a proper roadmap could make it easier for customers to migrate over the platform."

ROI

Amazon Connect offers a worthwhile investment, particularly for teams with global locations or hybrid work models. It simplifies the process, allowing agents to easily connect with customers from anywhere. Users report significant savings over traditional setups, especially with a workable call volume and existing CRM integration. They note that, in many cases, the cost aligns closely or is lower than traditional options. Users express satisfaction with Amazon Connect's pricing, highlighting its position as a leading contact center application.

Pricing

Amazon Connect offers a pay-as-you-go pricing model, appealing for its flexibility and cost efficiency. Users note that it’s generally more affordable than on-premise or other cloud solutions, such as Cisco. Despite being potentially expensive compared to some AWS products, it allows enterprises to manage costs effectively when properly planned. Minimal setup costs and scalability are standout features. Pricing effectiveness varies with usage, integrations, and feature selections, making cost management and careful planning crucial for enterprises.
  • "The solution is neither very expensive nor very cheap."
  • "The tool's licensing model is pay-as-you-go."
  • "I would rate the pricing a nine out of ten, with ten being the most affordable."

Popular Use Cases

Companies use Amazon Connect as a cloud-based solution for contact centers, replacing legacy on-premises systems like Cisco and Avaya. They integrate Amazon Connect with CRM platforms such as Salesforce and ServiceNow to automate call routing, enable chat and voicebots, and personalize customer interactions. Entities benefit from features like IVR, softphones, real-time insights, and AI-driven enhancements. Amazon Connect supports diverse communication channels, facilitating efficient and flexible agent-customer connectivity.

Service and Support

Amazon Connect's customer service is rated positively, with support being responsive and helpful in resolving issues. While generally quick, response times can vary depending on the request and resource availability. Users appreciate the various support options, including priority-based support, which offers web, phone, and email assistance. Some customers highlight needing additional help through account executives for faster responses. Certified support and a good infrastructure for urgent issues enhance customer satisfaction.

Deployment

Many users found Amazon Connect's setup easy, often completed within days. For those migrating from other platforms or requiring advanced integrations, the complexity increases but remains manageable with expertise. Despite manual configuration for some settings like location-specific security numbers and integrations, non-technical individuals find it approachable. Documentation and frequent feature updates enhance usability. Customization options, especially through APIs, are appreciated, and training can facilitate smoother deployment for novice users.

Scalability

Amazon Connect offers excellent scalability, adaptable to any contact center size. Users can increase agents easily and handle large data volumes with consistent efficiency. Its scalability feature is inherent, requiring no additional action from users. As usage grows, costs may initially rise but tend to decrease. Many organizations, from small teams to enterprise-level operations, benefit from its capacity to manage data and support extensive user bases seamlessly.

Stability

Amazon Connect is highly stable and reliable, evidenced by frequent high ratings. Users report minimal interruptions, enjoying 99.99% uptime and efficient performance across multiple Availability Zones. Challenges seem mostly related to network setups or server infrastructure, not the platform itself. Users appreciate its robust scaling and quick resolution of issues. Amazon Connect's deployment across regions enhances availability, making it well-regarded for stability in the contact center industry.
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
Company SizeCount
Small Business4
Midsize Enterprise4
Large Enterprise14
By reviewers
By visitors reading reviews
Company SizeCount
Small Business120
Midsize Enterprise50
Large Enterprise274
By visitors reading reviews

Top industries

By visitors reading reviews
Computer Software Company
16%
Financial Services Firm
10%
Insurance Company
8%
Manufacturing Company
8%
Government
6%
Educational Organization
5%
Healthcare Company
5%
Outsourcing Company
4%
Real Estate/Law Firm
4%
University
4%
Comms Service Provider
3%
Retailer
3%
Recreational Facilities/Services Company
3%
Energy/Utilities Company
2%
Media Company
2%
Performing Arts
2%
Transportation Company
2%
Non Profit
2%
Pharma/Biotech Company
2%
Hospitality Company
1%
Construction Company
1%
Wholesaler/Distributor
1%
Legal Firm
1%
Consumer Goods Company
1%
Marketing Services Firm
1%
Aerospace/Defense Firm
1%

Compare Amazon Connect with alternative products

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Learn more about Amazon Connect

Amazon Connect facilitates seamless communication by integrating with CRM platforms like Salesforce and ServiceNow. It supports functionalities such as softphones, IVR systems, and AI-driven capabilities like sentiment analysis. Companies transitioning from traditional systems benefit from flexible call routing, customer interaction management, and AWS service integration. However, there are challenges like complex integration processes, limited outbound features, and a need for improved call quality and reporting customization.

What are the most important features of Amazon Connect?
  • Flexible Contact Flow: Easy drag-and-drop design for contact flows.
  • Integration: Seamless AWS and CRM platform integration.
  • Scalability: Efficient cloud-based scalability options.
  • Real-time Analytics: Offers insightful data analysis and metrics.
  • Voicemail Integration: Effective and efficient voicemail solutions.
What benefits should users look for in Amazon Connect reviews?
  • Pricing Flexibility: No upfront costs with pay-as-you-go model.
  • Enhanced Efficiency: Supports diverse communication methods.
  • Seamless Operations: Simplified operations through drag-and-drop actions.
  • Improved Interaction Management: AI-driven features for sentiment analysis.

Amazon Connect sees implementation across industries needing efficient cloud-based contact center management. Financial services, healthcare, and retail sectors utilize its integration capabilities with CRM systems and AWS for streamlined communication processes, capitalizing on AI and analytics features to enhance customer interactions.

Amazon Connect was previously known as AWS Connect.

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.

Related questions

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Which is better - Genesys Cloud or Amazon Connect?
  • 33
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Product Categories

Product Categories
Contact Center Platforms
Contact Center as a Service (CCaaS)

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Amazon Connect Reviews Summary
Author infoRatingReview Summary
Voice Engineer at Softtek4.5I found Amazon Connect reliable, scalable, and rich in AI-driven features, though it's pricey and better suited for developers. Setup was easy, but support lacks expertise. Overall, it's a powerful tool with valuable integrations for contact centers.
Director AWS at NeuraFlash India Pvt Ltd4.5I migrated from on-prem contact centers to Amazon Connect for its cloud capabilities and integration with Salesforce Service Cloud. Valuable features include Connect Lens for insights and its pay-as-you-go model, though improvements are needed in email support and integration.
DevOps engineer at Mission Labs4.5I've used Amazon Connect for two years primarily as an omnichannel platform. It's easy to set up, agent-friendly, and continually improving, though some advanced features still require custom development. Overall, it's effective and worth the investment.
Senior Software Engineer at JPMorgan Chase & Co.3.5I use Amazon Connect, a cloud-based contact center solution, for its scalability, reliability, and ease of use. There's no maintenance cost, and it's pay-as-you-go. While Salesforce integration was needed before, Amazon's improving its own Customer Profiles feature.
Senior Principal Consultant at Moksa Technologies Pvt. Ltd.4.5I use Amazon Connect for voice and chat in our contact center. I find Lex Bot and Amazon Q valuable, setup is easy, and it's cost-effective, though routing and regional telephony support could be improved.
Director - Emerging Technologies at Speridian Technologies4.0I find Amazon Connect valuable for its seamless CRM integration, AI-driven insights, and ease of use. While it's cost-effective and mature, it could improve migration support for users of legacy CCaaS platforms.
Cloud specialist at Outplex4.5I've used Amazon Connect for years to deploy scalable, cost-effective contact center solutions. It's simple to set up and highly integrable, though support for using AWS CDK is lacking and requires prior AWS and development knowledge.
CEO and Founder at Arystech4.0We initially implemented Amazon Connect as a backup for our on-premise PBX system. Its pay-as-you-go model and quick setup are valuable, though its open platform may require more technical resources compared to pre-packaged solutions.