Try our new research platform with insights from 80,000+ expert users

Amazon Connect pros and cons

Vendor: Amazon Web Services (AWS)

4.2 out of 5

22 reviews
100% willing to recommend

Pros & Cons summary

Amazon Connect offers robust Workforce Management for agent scheduling and integrates seamlessly with AWS services. It provides a cost-effective pay-as-you-go model but requires pricing revisions for smaller volumes. While rich in features, including call recording and Connect Lens for customer insights, it needs enhancements in scalability, outbound dialing, and reporting tools compared to competitors. Its extensive integration capabilities facilitate utilizing cloud services and third-party tool integration.

Buyer's Guide

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

Prominent pros & cons

PROS

Amazon Connect supports a robust Workforce Management feature, allowing for comprehensive agent scheduling and status tracking.

Integrates seamlessly with AWS services like Lambda, enhancing functionality and ease of use.

Operates on a cost-effective pay-as-you-go model, eliminating upfront capital expenses.

Enhances customer experience by reducing costs and improving integration capabilities.

Connect Lens improves efficiency by providing insights into customer journeys, behavior, and sentiment scores.

CONS

Cost structure of Amazon Connect, particularly for smaller data volumes, may lead to higher expenses.

Using Amazon Connect often requires other AWS services, which can increase costs unexpectedly.

Amazon Connect lacks essential reporting features that are available in other platforms.

The platform does not support email as a communication channel and lacks a cold transfer capability.

Lambda integrations in Amazon Connect face issues like timeouts and require better bandwidth management.

Amazon Connect Pros review quotes

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.

Read full review

Venkata Maniteja Alapati

Senior Director of Product Management at Sprinklr

Apr 4, 2024

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.

Read full review

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.).

Read full review

Free Report: Amazon Connect Reviews and More

Learn what your peers think about Amazon Connect. Get advice and tips from experienced pros sharing their opinions. Updated: August 2025.

865,164 professionals have used our research since 2012.

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.

Read full review

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.

Read full review

Syed Abid Jafery

Managed Services Engineer - AWS / UC & WAN at Digital Island

Oct 21, 2024

The features I found most valuable include CloudFormation, which helps use multiple stacks to deploy the services and features we want, and CloudWatch, which is useful for troubleshooting and monitoring various aspects of the contact center solution.

Read full review

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.

Read full review

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.

Read full review

Service Deliery Manager at a comms service provider with 201-500 employees

Apr 12, 2024

Amazon Connect is really simple, straightforward, and very flexible.

Read full review

Deepanshu Tiwari

Analyst - Avaya and Amazon Connect Engineer at HCLTech

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.

Read full review

Show 8 more reviews (out of 18)

Amazon Connect Cons review quotes

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.

Read full review

Venkata Maniteja Alapati

Senior Director of Product Management at Sprinklr

Apr 4, 2024

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.

Read full review

JE

DevOps engineer at Mission Labs

Jul 28, 2025

Amazon Connect could benefit from having flow blocks that do that naturally without having another company behind it supporting it.

Read full review

Free Report: Amazon Connect Reviews and More

Learn what your peers think about Amazon Connect. Get advice and tips from experienced pros sharing their opinions. Updated: August 2025.

865,164 professionals have used our research since 2012.

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.

Read full review

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.

Read full review

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.

Read full review

Syed Abid Jafery

Managed Services Engineer - AWS / UC & WAN at Digital Island

Oct 21, 2024

I would like to see a cold transfer capability instead of only offering a warm transfer.

Read full review

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.

Read full review

AM

Director - Emerging Technologies at Speridian Technologies

Jul 1, 2025

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.

Read full review

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.

Read full review

Show 10 more reviews (out of 20)

Product Categories

Product Categories

Contact Center Platforms

Contact Center as a Service (CCaaS)

Popular Comparisons

Popular Comparisons

Genesys Cloud CX vs Amazon Connect

NICE CXone vs Amazon Connect

Five9 vs Amazon Connect

Cisco Webex Contact Center vs Amazon Connect

Verint Open CCaaS vs Amazon Connect

Avaya Infinity Platform vs Amazon Connect

Cisco Finesse vs Amazon Connect

Vonage Contact Centers vs Amazon Connect

Siebel Contact Center vs Amazon Connect

Freshcaller vs Amazon Connect

Appian Intelligent Contact Center vs Amazon Connect

Observe.AI vs Amazon Connect

Dialpad Contact Center vs Amazon Connect

See all alternatives

Product Categories

Product Categories

Contact Center Platforms

Contact Center as a Service (CCaaS)

Popular Comparisons

Popular Comparisons

Genesys Cloud CX vs Amazon Connect

NICE CXone vs Amazon Connect

Five9 vs Amazon Connect

Cisco Webex Contact Center vs Amazon Connect

Verint Open CCaaS vs Amazon Connect

Avaya Infinity Platform vs Amazon Connect

Cisco Finesse vs Amazon Connect

Vonage Contact Centers vs Amazon Connect

Siebel Contact Center vs Amazon Connect

Freshcaller vs Amazon Connect

Appian Intelligent Contact Center vs Amazon Connect

Observe.AI vs Amazon Connect

Dialpad Contact Center vs Amazon Connect

See all alternatives

Related questions

87

Which is better - Genesys Cloud or Amazon Connect?

31

When evaluating Contact Center Platforms, what aspect do you think is the most important to look for?

29

Why is Contact Center Platforms important for companies?