Amazon Connect Reviews

We use the product to create an IVR call flow. 

The tool's most valuable feature is its simplicity and ease of use. Unlike other cloud contact centers, Amazon Connect allows easy drag-and-drop actions. Additionally, it integrates with other AWS services like Lambda.

There is room for improvement in certain areas of Amazon Connect. For example, regarding holiday scheduling, the platform lacks a specific feature to declare holidays for companies on fixed dates. While basic hours and weekly schedules can be set, there's no option for declaring specific dates like national holidays. Basic scheduling options exist, but users must rely on Lambda functions for more complex rules and logic. 

There isn't a direct option for the voicemail feature in Amazon Connect. This could be an area for improvement. Unlike other contact centers where voicemail is easily accessible, this requires some workaround. Users need coding skills and additional configurations.

I prefer to maintain a basic IVR flow so I can easily contact anyone, especially with five family members. With Amazon Connect, I should be able to simplify this process. For instance, if I can't respond to their calls, I can create an instance or contact flow to inform them of the reason for my unavailability.

I have been using the product for two years. 

My company has around 50-60 users.

I haven't contacted the support team yet. 

The tool's installation and setup are easy to do. You can simply create an instance for your AWS account and begin using it.

Whether or not you should use the tool for the first time depends on your specific needs. If your requirements are basic, the solution is easy to use compared to other contact centers, and you can go ahead with it. However, if your needs are more complex, it might be worth researching other options to find the one that best suits your requirements.

Using the solution for the first time is easy for basic tasks. However, not all features are available, and users may need to research and explore online resources to gain a proper understanding. Based on my experience, I would rate Amazon Connect as a nine out of ten.

We use Amazon Connect as a contact center solution to facilitate communication between consumers and companies. For example, if a consumer encounters an issue with a product, they can contact the company's toll-free number, which connects them to agents trained to handle product-related issues.

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.

The tool is easy to use and allows for easy implementation of credential changes within the platform. AWS offers multiple services currently. For example, while AWS provides S3 buckets for storage, other tools may require setting up a separate database.

There may be room for security improvement, especially since data is stored in the cloud. While cloud security measures are robust, there may be concerns about data safety compared to traditional server setups.

I have been using the product for one and a half years.

In my experience of working with Amazon Connect for about one and a half years, I haven't encountered any significant bugs or stability issues. Being part of AWS, a reputable company, they have a proficient admin team ensuring reliability.

We have multiple projects running on it and it has around 1000 users.

If we encounter any issues or need help implementing something, we can raise a case with the AWS support team. They have a support team who can diagnose the issue and guide us on how to proceed. I am happy with them since they are quick. 

Our company chose the tool because it offers all the features we need in one place. Also, using a cloud-based solution helps us save money by needing fewer resources.

The tool's initial installation and setup were easy. The documentation provided on the Amazon website outlines the integration, deployment, and configuration processes.

For Amazon Connect, the more you use, the more we will gain. It is worth the money. 

First, you need to check if Amazon Connect is available in your area and if they provide support. Then, create instances, but note that they may not be available everywhere. Consider network connectivity and potential setup issues if instances aren't available in your location. Finally, billing details must be verified to understand the costs involved. To reduce your bill, consider the services you'll use with the product, such as EC2 for computing.

It's possible for a beginner to learn to use Amazon Connect for the first time. You can start working with around one month of practice, even without prior experience. I rate the product an eight out of ten.

Amazon Connect is a contact center solution we use for our support services. It allows us to better serve our customers.

It's been really useful for customer support operations. We have used a traditional telephone system before, so this is much better. No complaints.

It was surprisingly easy to integrate Amazon Connect with our existing IT systems. We've connected it with a lot of other AWS solutions.

I like the call flow functionality. It lets us easily decide how to route calls, which is extremely helpful. 

There's a basic support function when it comes to real-time analytics features. They also recently launched an AI feature that automatically analyzes calls.

So, the analytics functions help with decision-making. It helps us with staffing to know how to best support our customers.

When it comes to the flexibility and customization options in Amazon Connect, I would rate it a ten out of ten.

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.

We work with different Amazon products. We use CloudWatch for monitoring and rely heavily on the cloud right now. We have other teams working on functions with AWS Lambda.

So, I have been using Amazon Connect for five years now.  

I would rate the stability a ten out of ten. It is a stable product.

It is easy to scale. I would rate the scalability a ten out of ten. 

There are around 300 end users in my company. 

No complaints. The customer service and support are good. I am happy with the response time and quality of support. 

Positive

We used other systems before for outbound calls and telephony needs. Amazon Connect is really simple, straightforward, and very flexible. It has a real edge over competitors.

The initial setup is very simple. 

We deployed it ourselves. 

I would rate the pricing a nine out of ten, with ten being the most affordable.

The pricing is quite reasonable. Connect charges fairly per call.

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 the tool to build contact centers for the client. 

The product is cloud-based and easy to operate. We have a broad integration capability, allowing for a multitude of integrations. This gives our customers a good understanding of our product, even if they aren't actively utilizing it. They can easily access and utilize all the features that Amazon's cloud services offer, making integrating with other cloud platforms simpler. It's not a standalone solution, which is advantageous for our customers.

There are two perspectives to consider: one from the development side and the other from the customer's side. From a development standpoint, there are various aspects that Amazon needs to address, such as providing tools or direct development scenarios in Amazon Connect for building contact flows. Some essential reporting features in Genesys are currently lacking in the product. 

I have been using the product for three years.

The product is stable. Over the past three years, I've experienced no availability hiccups with it. It has consistently been operational 24/7 without any issues. Any challenges that arise are typically due to customer errors, vendor mistakes, or Amazon issues.

We've built numerous cards for clients, though I can't provide an exact count offhand. There's a significant shift towards transitioning from on-premise contact centers to cloud-based solutions, with Amazon Connect leading the charge in this direction.

The solution's support is very good at helping.  

Positive

The tool's deployment is easy. It is the solution's best part. 

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.

If you're using Amazon Connect for the first time, it's important to note that it's designed for companies rather than individual use. It provides a robust communication network connecting clients, agents, and employees. With Amazon Connect, there's no need for desk phones, no worries about managing physical phones, or no need to carry additional devices. All you need is a laptop. 

Amazon Connect is easy to use if you're a customer looking to make calls and view reports. However, it can be more complex if you're a developer aiming to develop additional features or customize the platform.

I would rate Amazon around a nine out of ten if we're specifically considering contact center solutions. It falls somewhere between eight to nine out of ten because it's user-friendly, manageable, and relatively easier to develop than other contact center platforms. Additionally, being cloud-based provides significant advantages over alternatives like Cisco, Genesys, or Avaya.