I do not remember specific features that could be added to Amazon Connect, to be honest, but it has been a long time since I was involved in the project.
In terms of improvements for Amazon Connect, it has numerous features that should be enhanced, and the price could be one of them. 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.
From my perspective, much of my job involves having a wrapper around Amazon Connect. We redistribute with our own take on how things should be handled. Many of these things could be built into Amazon Connect. We built something which we call the generic API call, where you invoke the Lambda from Amazon Connect, and then you have configurable fields for making post requests or get requests. If they had their own built-in flows for that kind of thing, it would make a massive difference because if you want to make use of it the way that we have, then you have to build those tools. Amazon Connect could benefit from having flow blocks that do that naturally without having another company behind it supporting it.
Director - Emerging Technologies at Speridian Technologies
Real User
Top 5
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.
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.
There has been a feature request to track call recordings for transferred calls from internal agents to external numbers. I also would like to see a cold transfer capability instead of only offering a warm transfer.
Consultant at a tech vendor with 10,001+ employees
Real User
Top 5
Sep 3, 2024
They are already working on features like Lambda integrations and addressing time-out issues. We've experienced very few errors in the contact center, and those are easy to replicate. Once developed, major functionalities can be easily imported and exported, making the system quite user-friendly.
The tool needs to improve its bandwidth. When multiple users use Lambda functions, there can be timeouts from the Lambda function due to coding constraints. If it times out, the Lambda function fails and switches to an alternative branch. Improving bandwidth could address this issue.
We have faced many challenges with the solution's call quality that could be improved. Sometimes, some features like monitoring are greyed out, and we can't access them. Sometimes, the CCP keypad in Amazon Connect does not work.
Service Deliery Manager at a comms service provider with 201-500 employees
Real User
Top 10
Apr 12, 2024
I would like to add more outbound features. Right now, it's really strong with inbound but it could be better with outbound calls. In future releases, I would like to see features related to outbound dialing. If they could add an automated outbound feature, similar to a predictive dialer, that would be really helpful.
The scalability needs improvement. There are always features that need improvement. For example, we have an application where we automatically store all of our records. But currently, it has a three or four step configuration in order to send the data recordings to a specific branch. However, it will first store it in Connect and will only then do the transfer. This is very complex.
The product does not have any reporting dashboards. The vendor has released a dashboard feature in the latest release, but it is not a full-fledged dashboard. Since we migrated contact centers, we have had many phone calls with customers. We need some dashboards to manage and analyze the data. It will help agents or supervisors to track everything.
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.
Amazon Connect offers a cloud-based contact center solution, featuring seamless AWS integration and AI capabilities like Lex Bot. It enables cost-effective, scalable operations across global locations with a pay-as-you-go model, eliminating maintenance fees and hardware requirements. Amazon Connect revolutionizes contact centers by integrating AI-driven automation and real-time analytics for efficient operations. It supports agents with flexible call routing, machine learning insights, and...
I do not remember specific features that could be added to Amazon Connect, to be honest, but it has been a long time since I was involved in the project.
In terms of improvements for Amazon Connect, it has numerous features that should be enhanced, and the price could be one of them. 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.
From my perspective, much of my job involves having a wrapper around Amazon Connect. We redistribute with our own take on how things should be handled. Many of these things could be built into Amazon Connect. We built something which we call the generic API call, where you invoke the Lambda from Amazon Connect, and then you have configurable fields for making post requests or get requests. If they had their own built-in flows for that kind of thing, it would make a massive difference because if you want to make use of it the way that we have, then you have to build those tools. 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.
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.
There has been a feature request to track call recordings for transferred calls from internal agents to external numbers. I also would like to see a cold transfer capability instead of only offering a warm transfer.
They are already working on features like Lambda integrations and addressing time-out issues. We've experienced very few errors in the contact center, and those are easy to replicate. Once developed, major functionalities can be easily imported and exported, making the system quite user-friendly.
The tool needs to improve its bandwidth. When multiple users use Lambda functions, there can be timeouts from the Lambda function due to coding constraints. If it times out, the Lambda function fails and switches to an alternative branch. Improving bandwidth could address this issue.
We have faced many challenges with the solution's call quality that could be improved. Sometimes, some features like monitoring are greyed out, and we can't access them. Sometimes, the CCP keypad in Amazon Connect does not work.
I would like to add more outbound features. Right now, it's really strong with inbound but it could be better with outbound calls. In future releases, I would like to see features related to outbound dialing. If they could add an automated outbound feature, similar to a predictive dialer, that would be really helpful.
The scalability needs improvement. There are always features that need improvement. For example, we have an application where we automatically store all of our records. But currently, it has a three or four step configuration in order to send the data recordings to a specific branch. However, it will first store it in Connect and will only then do the transfer. This is very complex.
The product does not have any reporting dashboards. The vendor has released a dashboard feature in the latest release, but it is not a full-fledged dashboard. Since we migrated contact centers, we have had many phone calls with customers. We need some dashboards to manage and analyze the data. It will help agents or supervisors to track everything.
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.