Amazon Connect is not an easy tool to use for everyone. Based on my experience as a voice engineer without experience as a developer or relations with Python or C++, I consider that these new applications are more focused on developers. Every application or feature that clients request tends to be developed by developers because it integrates more coding and developer skills. For those more focused on voice protocols without coding experience, the learning curve is quite difficult. A significant advantage is that you can download and work with a free tier with Amazon Connect. You can create products, new features, or proof of concepts for clients with this feature. This capability is not possible with Genesis, as you need to be a partner or have similar credentials. I would recommend Amazon Connect to organizations seeking an easy application if they have engineers without extensive experience. For companies with a development team, they can work together effectively. If you have sufficient budget and want to invest in a robust application, this solution is ideal. On a scale of 1-10, I rate Amazon Connect a 9 out of 10.
My advice for others about Amazon Connect is to prepare for most situations, customer specifically. The more time you put into your connect flows, the better results you'll yield. If you make a very generic journey where it's press one to do this, press two to do this, and you don't do very much conditional formatting, that will bite you in the long run. But if you spend the time building out the flows and making them really specifically use-case based, then you'll yield amazing results. You'll save time on agents and customers. I rate Amazon Connect 9 out of 10.
Director - Emerging Technologies at Speridian Technologies
Real User
Top 5
2025-07-01T16:25:35Z
Jul 1, 2025
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.
Having dealt with traditional PBX and alternative cloud phone solutions, I find Amazon Connect to be excellent. Its documentation for training, certification, and procedural guidance is extensive, making it a standout choice. I'd rate the solution ten out of ten.
I have integrated the tool with ServiceNow, Salesforce, and Zendesk. I would rate Amazon Connect as nine out of ten. It's really good and stable within our company's structure. We can provide excellent customer and agent support and effectively interact with them.
I would recommend the solution to other users. All companies on the AWS cloud use Amazon Connect, and some companies are migrating from other products to Amazon Connect. We can integrate Amazon Connect with other AWS services. It is easy for new users to learn to use Amazon Connect for the first time. Amazon Connect is easy to use and learn and provides good reporting. Overall, I rate the solution a six out of ten.
Service Deliery Manager at a comms service provider with 201-500 employees
Real User
Top 10
2024-04-12T03:09:27Z
Apr 12, 2024
Overall, I would rate the product a ten out of ten. I would definitely recommend it to other users. Because Amazon Connect is a robust telephony system, it handles incoming calls perfectly. However, for enterprises to get maximum use, we often need a dialer system. For 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. So, I'd like to see an automated outbound feature added to Amazon Connect.
We use software embedded in Amazon Connect with a custom control panel to manage customer interactions. Amazon Connect has been a topic of discussion only for the past four to five years. When I started working with the tool, there were limited resources. We often requested that AWS raise the limits. Now, Amazon has extended the basic limit to facilitate all businesses. I will recommend the product to someone with an on-premise contact center. It has many advantages. If we work on the cloud, we can run the business 24/7, even if there are any natural calamities or disasters in other parts of the world. Overall, I rate the product an eight out of ten.
I would recommend the tool for primarily for those already utilizing AWS as their cloud solution. However, for individuals or organizations using other cloud solutions like Azure or different providers, I would suggest exploring options to combine their current solutions with other tools. I rate it an eight out of ten.
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.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...
Amazon Connect is not an easy tool to use for everyone. Based on my experience as a voice engineer without experience as a developer or relations with Python or C++, I consider that these new applications are more focused on developers. Every application or feature that clients request tends to be developed by developers because it integrates more coding and developer skills. For those more focused on voice protocols without coding experience, the learning curve is quite difficult. A significant advantage is that you can download and work with a free tier with Amazon Connect. You can create products, new features, or proof of concepts for clients with this feature. This capability is not possible with Genesis, as you need to be a partner or have similar credentials. I would recommend Amazon Connect to organizations seeking an easy application if they have engineers without extensive experience. For companies with a development team, they can work together effectively. If you have sufficient budget and want to invest in a robust application, this solution is ideal. On a scale of 1-10, I rate Amazon Connect a 9 out of 10.
My advice for others about Amazon Connect is to prepare for most situations, customer specifically. The more time you put into your connect flows, the better results you'll yield. If you make a very generic journey where it's press one to do this, press two to do this, and you don't do very much conditional formatting, that will bite you in the long run. But if you spend the time building out the flows and making them really specifically use-case based, then you'll yield amazing results. You'll save time on agents and customers. I rate Amazon Connect 9 out of 10.
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.
Your email is first name dot last name at moxatechnologies.com. On a scale of 1-10, I rate Amazon Connect a 9.
Having dealt with traditional PBX and alternative cloud phone solutions, I find Amazon Connect to be excellent. Its documentation for training, certification, and procedural guidance is extensive, making it a standout choice. I'd rate the solution ten out of ten.
I have integrated the tool with ServiceNow, Salesforce, and Zendesk. I would rate Amazon Connect as nine out of ten. It's really good and stable within our company's structure. We can provide excellent customer and agent support and effectively interact with them.
I would recommend the solution to other users. All companies on the AWS cloud use Amazon Connect, and some companies are migrating from other products to Amazon Connect. We can integrate Amazon Connect with other AWS services. It is easy for new users to learn to use Amazon Connect for the first time. Amazon Connect is easy to use and learn and provides good reporting. Overall, I rate the solution a six out of ten.
Overall, I would rate the product a ten out of ten. I would definitely recommend it to other users. Because Amazon Connect is a robust telephony system, it handles incoming calls perfectly. However, for enterprises to get maximum use, we often need a dialer system. For 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. So, I'd like to see an automated outbound feature added to Amazon Connect.
Overall, I would rate the solution a nine out of ten.
We use software embedded in Amazon Connect with a custom control panel to manage customer interactions. Amazon Connect has been a topic of discussion only for the past four to five years. When I started working with the tool, there were limited resources. We often requested that AWS raise the limits. Now, Amazon has extended the basic limit to facilitate all businesses. I will recommend the product to someone with an on-premise contact center. It has many advantages. If we work on the cloud, we can run the business 24/7, even if there are any natural calamities or disasters in other parts of the world. Overall, I rate the product an eight out of ten.
I would recommend the tool for primarily for those already utilizing AWS as their cloud solution. However, for individuals or organizations using other cloud solutions like Azure or different providers, I would suggest exploring options to combine their current solutions with other tools. I rate it an eight out of ten.