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Amazon Connect pros and cons

Vendor: Amazon Web Services (AWS)

4.2 out of 5

25 reviews
100% willing to recommend

Pros & Cons summary

Amazon Connect provides quick setup for contact centers with robust workforce management and seamless AWS integration, enhancing efficiency. Supporting a pay-as-you-go model, it reduces initial costs but can be expensive for smaller volumes. While AI capabilities boost service continuity, it lacks features like enhanced reporting. Connectivity may suffer due to network issues. Some businesses may find standalone products more cost-effective due to the additional services needed. AWS offers average technical support.

Buyer's Guide

Get pricing advice, tips, use cases and valuable features from real users of this product.

Prominent pros & cons

PROS

Amazon Connect's ease of use allows for quick setup of a contact center within a few minutes, providing simplicity and flexibility for users.

Workforce Management features are robust, enabling agent scheduling and tracking statuses like on call, on leave, or on break, enhancing operational efficiency.

It integrates seamlessly with AWS services like Lambda, Amazon Polly, and third-party tools like Twilio, allowing for broad integration capabilities.

Amazon Connect supports a cloud-based pay-as-you-go model, reducing upfront costs and simplifying the financial management of infrastructure.

Lex Bot and artificial intelligence capabilities improve continuity with clients and enhance efficiency in customer service interactions.

CONS

Amazon Connect's cost structure, especially for smaller volumes, may lead to higher-than-expected expenses, making it challenging for organizations managing smaller data transfers.

Smaller organizations might find standalone products more cost-effective, as adopting Amazon Connect requires using additional AWS services that could increase costs.

Network issues and firewall settings can disrupt connectivity, affecting the agent desktop's performance.

Amazon Connect lacks certain features like comprehensive reporting dashboards and automated outbound dialing, requiring users to rely on third-party solutions.

Technical support from AWS is considered average, with solutions not always available to address user concerns.

Amazon Connect Pros review quotes

Rodrigo Bassani

Head Of Technology at Elogroup

Mar 19, 2024

We utilize Amazon Connect to handle customer service interactions, particularly in projects where we provide professional services. For example, when developing an application, we typically set up EC2 instances on AWS. Then, to facilitate communication within our clients' internal networks, we establish connections through Amazon Connect.

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Professional Freelancer at Open for all

Apr 1, 2024

Amazon recently launched a new service within Amazon Connect called Workforce Management (WFM). Only a few companies like NICE and Genesys offer comparable WFM solutions. Amazon Connect's WFM features are robust, allowing for agent scheduling, tracking their status (on call, on leave, on break, etc.).

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Assistant Consultant at Tata Consultancy

Apr 2, 2024

There is no technical experience needed to build it. It's easy for beginners to understand and use.

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UCCE Tech at Cisco on Avacend Payroll

Apr 3, 2024

In my experience, one of the tool's most valuable features is its ease of use. Setting up a contact center can be done in just a few minutes with a few clicks. This contrasts with the hours or days it might take using other solutions.

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Rajni Kumar Jha

Senior Software Engineer at JPMorgan Chase & Co.

Apr 3, 2024

It is easy for a beginner to learn to use Amazon Connect for the first time.

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Deepanshu Tiwari

Analyst - Avaya and Amazon Connect Engineer at a tech services company with 10,001+ employees

Apr 3, 2024

The best thing about Amazon Connect is that it has everything we need in one place. With other products, we might have to get different tools for different jobs, like recording calls. However, with the tool, it's all there together. Plus, it's cheaper than other options.

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MC Delivery Analyst at Accenture

Apr 3, 2024

The solution reduces the overall cost of migration by approximately 50%.

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Subhransu Nayak

Consultant - Data Analytics and Reporting at a tech vendor with 51-200 employees

Apr 3, 2024

The tool's most valuable feature is its simplicity and ease of use. Unlike other cloud contact centers, Amazon Connect allows easy drag-and-drop actions. Additionally, it integrates with other AWS services like Lambda.

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Tech Consultant at Tecnomic

Apr 3, 2024

The product is cloud-based and easy to operate. We have a broad integration capability, allowing for a multitude of integrations. This gives our customers a good understanding of our product, even if they aren't actively utilizing it. They can easily access and utilize all the features that Amazon's cloud services offer, making integrating with other cloud platforms simpler. It's not a standalone solution, which is advantageous for our customers.

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Praveen Minumula

CEO and Founder at Arystech

Apr 3, 2024

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.

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Amazon Connect Cons review quotes

Rodrigo Bassani

Head Of Technology at Elogroup

Mar 19, 2024

One area for improvement with Amazon Connect lies in the cost structure, particularly for use cases involving smaller data volumes. While it's simple to establish communication channels, the pricing model may result in higher costs for such scenarios. This presents a challenge that organizations may encounter, especially if they aim to optimize efficiency while managing smaller data transfers.

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Professional Freelancer at Open for all

Apr 1, 2024

Smaller organizations might prefer standalone products like Success KPI WFM or Genesys WFM. Adopting Amazon Connect necessitates using other AWS services, which could lead to higher-than-expected costs. So, the potential for unknowingly increased costs is a con.

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Assistant Consultant at Tata Consultancy

Apr 2, 2024

Due to network issues, the agent desktop might be affected. If the firewall blocks the agent's desktop, connectivity might be disrupted.

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UCCE Tech at Cisco on Avacend Payroll

Apr 3, 2024

Amazon Connect could enhance its service by revising its pricing structure. It operates on a pay-for-call basis. This means that organizations whose call volumes fluctuate, or are heavy at specific times of the day or year, aren't burdened with fixed costs such as hardware liabilities and licenses.

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Rajni Kumar Jha

Senior Software Engineer at JPMorgan Chase & Co.

Apr 3, 2024

Amazon recently released a new feature called 'Customer Profiles.' It's intended to be similar to Salesforce. However, feature-wise, it isn't equivalent to Salesforce yet.

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Deepanshu Tiwari

Analyst - Avaya and Amazon Connect Engineer at a tech services company with 10,001+ employees

Apr 3, 2024

There may be room for security improvement, especially since data is stored in the cloud. While cloud security measures are robust, there may be concerns about data safety compared to traditional server setups.

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MC Delivery Analyst at Accenture

Apr 3, 2024

The product does not have any reporting dashboards.

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Subhransu Nayak

Consultant - Data Analytics and Reporting at a tech vendor with 51-200 employees

Apr 3, 2024

There is room for improvement in certain areas of Amazon Connect. For example, regarding holiday scheduling, the platform lacks a specific feature to declare holidays for companies on fixed dates. While basic hours and weekly schedules can be set, there's no option for declaring specific dates like national holidays. Basic scheduling options exist, but users must rely on Lambda functions for more complex rules and logic.

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Tech Consultant at Tecnomic

Apr 3, 2024

There are two perspectives to consider: one from the development side and the other from the customer's side. From a development standpoint, there are various aspects that Amazon needs to address, such as providing tools or direct development scenarios in Amazon Connect for building contact flows. Some essential reporting features in Genesys are currently lacking in the product.

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Praveen Minumula

CEO and Founder at Arystech

Apr 3, 2024

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.

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