Amazon Connect

4.2
(23)

Amazon Connect is a self-service, cloud-based contact center service that makes it easy for any business to deliver better customer service at lower cost.

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Amazon Connect Reviews

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Showing 23 Connect reviews
LinkedIn Connections
Connect review by Rosie C.
Rosie C.
Validated Reviewer
Verified Current User
Review Source
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"Great for metrics, bad for users"

What do you like best?

I like that it allows you to see real time metrics of calls throughout the day and the week. The data is very detailed and insightful. It was also easy to integrate into our software.

What do you dislike?

You can’t save searches, so any time you want to pull metrics, you need to choose the users, time zone, window, etc., even though I’m always pulling the same reports. I also hate that you cannot transfer to specific people instead of queues. It makes specific language assistance extremely difficult. You also get no caller ID information or a call log to quickly see your recent contacts.

What business problems are you solving with the product? What benefits have you realized?

Fewer calls abandoned, more accountability and tracking of metrics, productivity, etc.

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Connect review by Jared M.
Jared M.
Validated Reviewer
Verified Current User
Review Source
content

"Awesome Product"

What do you like best?

It always works. Had other systems that time out or are hard to hear. It's stable and easy.

What do you dislike?

Would like to see my past few calls I have made. Sometimes I call a few people in a row, and it would be easier to keep track of if it was right there, instead of having to login and run a report.

Recommendations to others considering the product

Update your status options. It's really nice to be able to see if other people on the team are available to take a call or not.

What business problems are you solving with the product? What benefits have you realized?

Can make calls form anywhere. That's huge not being tied down to a phone.

What Contact Center Infrastructure solution do you use?

Thanks for letting us know!
Connect review by User
User
Validated Reviewer
Review Source
content

"Cloud Based Contact Centers? Now, Amazon has literally thought of everything!! "

What do you like best?

Cloud Based Contact Centers? Now, Amazon has literally thought of everything!! Take everything fantastic about Amazon technologies and offerings and put them into the contact center. This product is a game changer especially when compared to the archaeic software that's available. It was deployed very quickly and the pricing ensures that you only pay for the usage.

What do you dislike?

No WFM is provided but you can stream contact data using Amazon Kinesis.

No Outbound capabilities.

Recommendations to others considering the product

When thinking about the trends involving the cloud, automations, and user experience Amazon Connect literally mashes them all together. It's worth compared the connect platform and self service experience to your current contact center software.

What business problems are you solving with the product? What benefits have you realized?

Agent numbers are constantly changing and the solution ensures that scaling within the contact center is done appropriately. We were also seeking a better way to back up the data and this solved both goals.

Connect review by Tyler S.
Tyler S.
Validated Reviewer
Verified Current User
Review Source
content

"Good way to connect to support line"

What do you like best?

Easy queue control. Not sure how next available is determined but seems evenly distributed. Able to go back and find phone calls and do contact search for review and quality control.

What do you dislike?

Have had man errors and soft phone failure errors. Need to make sure browser history is clear and everything is up to date or errors continue.

Recommendations to others considering the product

Great for large volume of phone interactions. Can be buggy but easy to fix.

What business problems are you solving with the product? What benefits have you realized?

Daily phone interaction with with customers helping them solve the issues they encounter. Easiest way to connect with customers and get the fastest result.

Connect review by Bobbi  M.
Bobbi M.
Validated Reviewer
Verified Current User
Review Source
content

"Great tool for call center and phone traffic"

What do you like best?

Amazon connect lets you not only take calls but track agents and do contact search for past calls. Also for easy tracking of all people logged in and what their status is.

What do you dislike?

The status menu can bug out. If you get a call while changing statuses it locks you out from trying to change your status, easily fixed but annoying.

Recommendations to others considering the product

for handling any sort of phone traffic, this will help you get it done!

What business problems are you solving with the product? What benefits have you realized?

Simple customer connection and being able to help them fix issues and gather feedback on products and requests.

Connect review by Alex W.
Alex W.
Validated Reviewer
Review Source
content

"Amazon Connect Review"

What do you like best?

Simple and easy to use. Once it was set up as our primary phone system, it was immediately received well across the company. It was definitely a huge upgrade from the service we were using before.

What do you dislike?

The reports and dashboards page is not as intuitive as I would like. There are times when I have to refresh my page or reselect the filters that I need in order for me to get the results that I am wanting.

What business problems are you solving with the product? What benefits have you realized?

We are using this in technical support. The ease of use allows us to pick up calls quickly and because of that, we are able to help customers quickly while minimizing dropped calls and hold times.

Connect review by Administrator in Computer Software
Administrator in Computer Software
Validated Reviewer
Verified Current User
Review Source
content

"Amazon Connect Review"

What do you like best?

It's very adaptable and allows you to find information that you have an interest in. For example, most things are very customizable, especially with reports.

What do you dislike?

I'm not a super huge fan of some of the refresh settings on dashboards. I wish we could make things more real-time.

Recommendations to others considering the product

Amazon is a great company - continue to provide feedback about their products and it will come along very well.

What business problems are you solving with the product? What benefits have you realized?

Amazon Connect is saving us a ton of money as a company. It's also allowing us to source our phones and server usage solely through Amazon - which eliminates us having to rely on a large amount of 3rd party providers.

Connect review by Tyler B.
Tyler B.
Validated Reviewer
Verified Current User
Review Source
content

"Connect meets our needs perfectly"

What do you like best?

Connect makes it extremely easy to quickly acomplish the calls I need to make.

What do you dislike?

When you have to enter in an extension during the call it can be a bit cumbersome to have to get to the dial pad and then remove it

What business problems are you solving with the product? What benefits have you realized?

Being able to effectively reach our clients and quickly move from one call to the next

Connect review by Shane R.
Shane R.
Validated Reviewer
Verified Current User
Review Source
content

"Very simple interface and reliable service."

What do you like best?

How simple the calling interface is. Its a very easy to use panel that is very straight forward.

What do you dislike?

Not the most intuitive path for call functions like conference or transfer.

What business problems are you solving with the product? What benefits have you realized?

Extremely flexible and easy to use from anywhere. I can work from home seamlessly.

Connect review by Executive Sponsor
Executive Sponsor
Validated Reviewer
Verified Current User
Review Source
content

"Call center on AWS"

What do you like best?

Very similar to AWS business model. Pay per minute of use. Very integrated with the rest of AWS services.

What do you dislike?

Still new and not completely refined. Pricing outside of the US is high but hopefully will come down similar to AWS pricing.

What business problems are you solving with the product? What benefits have you realized?

Moving call management to the cloud. Cheaper day 1 but might be higher long term unless prices decrease.

Connect review by Arun D.
Arun D.
Validated Reviewer
Review Source
content

"Great if you have an excellent internet connection"

What do you like best?

Ability to connect from many devices and the ability to keep the machine running

What do you dislike?

Can be buggy at times. Depending on how its implemented and the choices present, it can get frustrating. Like any internet application, it is heavily dependent on the internet connection present.

Recommendations to others considering the product

Evaluate the network performance well before switching to this.

What business problems are you solving with the product? What benefits have you realized?

Remote connection for employees is provided. Spinning up a machine for new employees is faster and cheaper than physical laptops.

Connect review by Jeff B.
Jeff B.
Validated Reviewer
Review Source
content
Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"Turn your cost center into a profit center"

What do you like best?

The ability to only be charged for what you use and be able to scale to any size at any time.

What do you dislike?

Product is still maturing so integrating will contact center needed soluitons are not yet readily out of the box available.

Recommendations to others considering the product

Go for it

What business problems are you solving with the product? What benefits have you realized?

To have a secure platform and be able to turn up a contact center quiickly

Connect review by Sharon H.
Sharon H.
Validated Reviewer
Review Source
content

"Amazon Connect"

What do you like best?

Ease to customize our customer care and sales experiences.

What do you dislike?

Scalability limits set too low. Critical features are not yet available in AC.

What business problems are you solving with the product? What benefits have you realized?

We have replaced our previous contact center technology with AC. Benefits will enable us to re-image how we connect with and support our customers.

Connect review by User
User
Validated Reviewer
Review Source
content

"Easy to configure, Pay-as-you-go pricing"

What do you like best?

Empowers business users to control contact flows without needed development work. Improves speed to market and allows for continous innovation.

What do you dislike?

Some features available on legacy platforms are not readily available out-of-the-box. But being an open platform, it's easy to enable these through other AWS services.

What business problems are you solving with the product? What benefits have you realized?

Automating customer interactions that are low-value and don'e need to go to a human.

Connect review by User
User
Validated Reviewer
Review Source
content

"Game changer!"

What do you like best?

This solution is very intuitive and friendly to use by having an easy to use GUI where you can define custom business processes for all your call routing needs.

What do you dislike?

Custom code maybe required for more complex business scenarios.

What business problems are you solving with the product? What benefits have you realized?

The ability to route calls to a representative based on time of day.

Connect review by User in Computer Software
User in Computer Software
Validated Reviewer
Review Source
content

"Easy to use and reliable,"

What do you like best?

I like that it is easy to make calls. It is easy to use the keypad or manually enter in a number.

What do you dislike?

Could be expanded to have more functionalities. It works well, but feels basic at times.

Recommendations to others considering the product

Give it a try, worth your time. Easy to use and easy to set up.

What business problems are you solving with the product? What benefits have you realized?

Calling customers internally and externally. Easy to reach someone.

Connect review by Consultant in Information Technology and Services
Consultant in Information Technology and Services
Validated Reviewer
Review Source
content
Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"Great contact center service"

What do you like best?

We have done a few POC's, but have not switched over to Amazon Connect yet due to contractual agreements with current vendor. Once we are out of contract, we are doing the switch.

What do you dislike?

Our lock in with current vendor - have no complains about Amazon Connect

What business problems are you solving with the product? What benefits have you realized?

Contact center

Connect review by Administrator in Banking
Administrator in Banking
Validated Reviewer
Review Source
content

"Indifferent"

What do you like best?

The interface for systems admins is good

What do you dislike?

In other views, the interface is less dynamic compared to competitors. Also, cost is above the competition.

Recommendations to others considering the product

As with any application /saas, do your homework.

What business problems are you solving with the product? What benefits have you realized?

Hosting in general...more of a hands on approach.

Connect review by Administrator
Administrator
Validated Reviewer
Review Source
content

"Connect review for large call centers"

What do you like best?

Like how easy it is to get setup and running within few hours.

What do you dislike?

Calls flows migration from dev environments to prod as it is tedious

What business problems are you solving with the product? What benefits have you realized?

Call center. It is easy to setup.

Connect review by Executive Sponsor
Executive Sponsor
Validated Reviewer
Review Source
content
Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"Great up and coming platform"

What do you like best?

The Amazon Connect platform provides a tremendous amount of flexibility that enables companies to build as needed.

What do you dislike?

User interface experience could be more intuitive

What business problems are you solving with the product? What benefits have you realized?

Basic contact center services

Connect review by Internal Consultant
Internal Consultant
Validated Reviewer
Review Source
content
Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"Customer service "

What do you like best?

Most of our retail customers we are proposing comparing with traditional.

What do you dislike?

We use third party for sip trunks we should have those features with AWS

What business problems are you solving with the product? What benefits have you realized?

Customer service

Connect review by Consultant in Insurance
Consultant in Insurance
Validated Reviewer
Review Source
content

"Great fast customer service connectivity and funny "

What do you like best?

what i liked best about the amzon connectivity is that it is resourceful

What do you dislike?

i didnt like that it was kind of hard to set up

What business problems are you solving with the product? What benefits have you realized?

wondering how to get profits up

Connect review by Consultant
Consultant
Validated Reviewer
Review Source
content
Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"contact center"

What do you like best?

the ease of onboarding and design of call flows

What do you dislike?

difficulties with biometrics integration

What business problems are you solving with the product? What benefits have you realized?

transform contact center

Kate from G2 Crowd

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* We monitor all Amazon Connect reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. Validated reviews require the user to submit a screenshot of the product containing their user ID, in order to verify a user is an actual user of the product.