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Primarily, the main use case for Amazon Connect as a contact solution is to integrate with a CRM solution and do screen pop-up and CTI integrations.

You can also get real-time insights from your call conversation or do call summarization and send that information back to your customer.

You can convert those conversations into text language and run machine learning models or AI models on top of that, providing insights through call summarization.

Amazon Connect is an integrated solution, which is attractive because a customer doesn't have to worry about which product to buy; they buy one product and that gives them everything. The functionalities such as speech-to-text for call summarization are much easier to configure now compared to earlier days.

The machine learning models allow for near real-time data analysis and insights about customer opportunities and challenges.

Automation with AI-powered services has improved significantly. The system takes care of collecting notes for agents, allowing them to focus on the customer's problems. It also understands problems and recommends solutions, making agents more informed compared to earlier setups.

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.

We have been using it for a long time.

I rate Amazon Connect's customer service or technical support as good.

I would rate them an eight to nine out of ten.

Positive

Customers usually switch over from different solutions. Many are moving towards AWS infrastructure, which prompts them to consider Amazon Connect.

I am not much involved in budget management for Amazon Connect, as it's the customer's responsibility. We guide them on the best approaches, but the decision is theirs to make.

Amazon Connect's pricing is good. Customers are satisfied with it and are paying for it, so there's nothing much to complain about.

All solutions such as NICE or Genesis are good but are more traditional standalone solutions, whereas customers are leaning towards integrated solutions such as Amazon Connect with a pay-as-you-go model.

Amazon Connect currently has the maturity for that model.

I have experience with both Oracle and Azure. I deal with Linux products, and my presentation was for analytics only. We do analytics, AI, machine learning, and data engineering.

Primarily Azure is where I've been involved the most, with some experience on the Oracle side. We use a data lake environment for data segregation, then integration with Power BI or AI Fabric.

Data ingestion is done using Data Factory, and sometimes Databricks is used to integrate with the data lake environment to run machine learning processes. Power BI creates reports for end users from the data lake environment.

I lead a team as a strategic architect, overseeing how solutions can be implemented. Databricks is a product that can be integrated with any cloud provider, though my experience has been mostly with Azure. For current engagements, we've purchased it through the Azure platform marketplace.

I deal with Azure data tools and have experience with Amazon Connect and AWS machine learning programs. For omnichannel communication, requests come from multiple channels such as chat, phone, or web.

Some customers prefer dedicated resources for each area, while others prefer an omnichannel approach.

We use Data Factory most of the time, along with Databricks for data migration. We also use Azure OpenAI.

My overall rating for Amazon Connect is 8 out of 10.

We are utilizing Amazon Connect for different use cases, mainly for the contact center approaches. It is primarily used for voice and chat communication channels where a customer can connect to the agent with efficient routing.

The most helpful feature of Amazon Connect is Lex Bot, which is an inbuilt AI chatbot. It is very easy to develop a chatbot and the voice bot solution on Amazon Connect.

The Lex Bot has helped us improve automated customer response and overall services that we're providing. There are certain good features about Amazon Connect which are related to artificial intelligence. One is the Lex, and the other one is Amazon Q, which provides the agent assist feature. When a call or chat is coming, on a real-time basis, it analyzes and gives suggestions to the agent from the knowledge base about possible solutions or answers to the customer's query. Amazon Q is very good at providing suggestions on the agent side, which makes agents' work very easy and efficient.

Amazon Connect could be enhanced on the routing workflow side, which can give more flexibility for complex routing scenarios, though it provides almost all necessary features that a contact center requires.

Amazon Connect provides real-time and historical reporting. From the improvement perspective, we can suggest more in-depth historical reporting, such as out-of-box reporting on the historical side. That would be a plus.

Amazon Connect is not covering many regions. Their telephony needs to be expanded as much as possible because due to this restriction, we are not able to implement it in many regions where telephony is not supported.

The installation of Amazon Connect takes a couple of hours for a basic vanilla type of installation. In a day, you can create a POC kind of implementation, which makes it very quick to set up.

Support for Amazon Connect is adequate. I won't say it's exceptional about the support, but you can get assistance whenever it is needed.

Neutral

The initial setup of Amazon Connect is an easy and smooth process to set up a contact center.

I prefer Amazon Connect over other tools when a customer already has an ecosystem of AWS and applications on AWS Cloud because it is easy to integrate with multiple applications. Genesys is purely focused on the contact center platform. Where there is a need for complex routing and the focus is more towards the contact center solution, Genesys is preferable. It actually depends upon the ecosystem. If it is more towards the integration side, connecting to multiple applications on AWS, then Amazon Connect is preferred.

Regarding the pricing of Amazon Connect, compared to Genesys, it is very cost-effective. It is approximately 50 to 60% cheaper. The best part of Amazon Connect is pay-as-you-go services, so it's not that everything has an upfront cost as with Genesys.

Your email is first name dot last name at moxatechnologies.com. On a scale of 1-10, I rate Amazon Connect a 9.