Amazon Connect Reviews

Name: Amazon Connect
Brand: Amazon Web Services (AWS)
Rating: 4 (10 reviews)

4.1 out of 5

10 reviews
100% willing to recommend

What is Amazon Connect?UNIXBusinessApplication
Price:

Amazon Connect, or AWS Connect, is a cloud-based contact center solution from Amazon Web Services. The platform stands out for its scalable cloud infrastructure that adjusts to fluctuating demand, eliminating the need to maintain physical hardware. Amazon Connect was developed to give Amazon customers personal, dynamic, and natural experiences. As their team said, "We couldn’t find one that met our needs, so we built it." They made this solution available for all businesses, and today, companies ranging from 10 to tens of thousands of agents use Amazon Connect to serve millions of customers daily.

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Amazon Connect is the #3 ranked solution in top Contact Center Platforms and top Contact Center as a Service (CCaaS) solutions. PeerSpot users give Amazon Connect an average rating of 8.2 out of 10. Amazon Connect is most commonly compared to Genesys Cloud CX: Amazon Connect vs Genesys Cloud CX. Amazon Connect is popular among the large enterprise segment, accounting for 67% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a computer software company, accounting for 21% of all views.

Helped 768,740 peers since 2012

Featured reviews

Ravishankar A

MC Delivery Analyst at Accenture

Apr 3, 2024

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.

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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. The tool has simplified our contact center operations. It enables us to establish communication between our local data center and AWS services. I believe one of the most valuable features of Amazon Connect is the ability to use a private network to establish communication. Instead of relying on the public internet, we can utilize a directed phone and address to create this connection. This helps set up a direct point-to-site connection. Additionally, the option to create a PC in AWS and connect it directly to our local data center has been incredibly beneficial. The bandwidth is faster; we can transfer large data volumes between the local data center and the AWS instance. Establishing communication through Amazon Connect was straightforward compared to alternative solutions that may require setting up VPNs with other tools.

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Kuldip Das

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. At the same time, you can enjoy the broad infrastructure, albeit at a slightly higher price. However, compared to solutions like Cisco and Avaya, which entail a one-time hardware cost, Amazon Connect's ongoing operational costs may be higher. Unlike other solutions, the solution charges per call, which typically does not charge in this manner. If your call volume is high, with thousands of calls daily, it may not be the most suitable solution for your needs. Currently, Amazon Connect offers built-in features, but integrating it with other systems like CRM solutions may require developer skills, which can be complex. Simplifying the integration process, perhaps through user-friendly development tools, would greatly benefit users.

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Amazon Connect market share

Product category:

As of March 2024, the market share of Amazon Connect in the Contact Center Platforms category stands at 27.8%, marking a decrease of 11.7% compared to the previous year, according to calculations based on PeerSpot user engagement data.

Contact Center Platforms

Key learnings from peers

Last updated Apr 26, 2024

Valuable Features

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

Room for Improvement

"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."
"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."
"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."

Pricing

Amazon Connect uses a pay-as-you-go pricing approach based on usage and capabilities. Key pricing factors include:

Per minute fees for inbound, outbound, and campaign voice calls
Data transfer fees per GB within AWS or external networks
Optional dedicated instances for high volume needs
Phone number fees per number provisioned
Add-on costs for advanced features like chat, messaging, and AI-powered bots

Rates vary for components like voice minutes, data transfer, and phone numbers based on regions, call types, and number types. Dedicated instances offer tiered hourly pricing.

Overall, Amazon Connect provides flexible scaling and only charges for what you use. Usage costs, specialized configurations, and additional capabilities determine total monthly fees. The pay-as-you-go model allows businesses to align spending with customer demand and expand features as needed.

More info can be found on the Amazon Connect website.

"The licensing is a pay-as-you-go model."
"The tool is cheaper than on-premise contact centers."
"I can't speak for the pricing of other contact center solutions, but in terms of Amazon Connect, compared to other AWS products, it's one of the more expensive options. However, the cost can be low if you have a smaller team of agents or receive fewer calls. Pricing is typically based on a per-user basis."

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

Download our Amazon Connect Buyer's Guide for additional reliable information.

Review data by company size

By reviewers

By visitors reading reviews

Top industries

By visitors reading reviews

Computer Software Company

21%

Financial Services Firm

11%

Government

Manufacturing Company

Insurance Company

Healthcare Company

Energy/Utilities Company

Real Estate/Law Firm

Construction Company

Retailer

Logistics Company

Hospitality Company

Legal Firm

Comms Service Provider

Educational Organization

University

Outsourcing Company

Wholesaler/Distributor

Media Company

Performing Arts

Non Profit

Transportation Company

Recreational Facilities/Services Company

Compare Amazon Connect with alternative products

Learn more about Amazon Connect

Designed from the ground up to be omnichannel, Amazon Connect provides a seamless experience across voice and chat for your customers and agents. This includes one set of tools for skills-based routing, powerful real-time and historical analytics, and easy-to-use intuitive management tools – all with pay-as-you-go pricing. Unique interaction-based pricing allows cost-effective scaling, significantly benefiting growing SMBs. And built-in AI/ML capabilities fuel features like chatbots, predictive routing, and interactive voice response to optimize customer and agent interactions.

Amazon Connect's cloud-native and scalable infrastructure benefits IT professionals, who often grapple with the challenges of fluctuating call volumes and the maintenance of physical infrastructure. The infrastructure ensures robust scalability and reliability, allowing businesses to adjust their operations seamlessly with demand changes. Amazon Connect also simplifies deployment with an intuitive interface and seamless integration with applications like CRM software and workforce management tools. This creates a unified ecosystem to enhance customer insights, agent productivity, and omnichannel engagement.

Overall, Amazon Connect removes the complexity of managing on-premises systems while providing advanced automation, analytics, and omnichannel capabilities. This enables organizations to deliver personalized, efficient customer experiences across channels in a scalable, cost-effective way.

Amazon Connect was previously known as AWS Connect.

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Amazon Connect customers

Capital One, Intuit, Adobe, Siemens, LegalZoom, DXC technology, Rackspace, Bellhop, American Preparatory Academy, The University of Texas at Dallas, University of Auckland, Origin Energy, and others.