Amazon Chime vs. Amazon Connect

Amazon Chime is well suited for online video and audio meetings, IMs, and conducting training sessions using a whiteboard. It can be integrated well with Google Calendar and Microsoft outlook. With Amazon Chime mobile app you can attend meetings on the go as well. Meetings can be locked so that only legitimate participants can join the meeting. Amazon Chime is less suited in case you want meeting transcripts as well for your meetings. Given that Amazon Chime is not used by a larger audience so your client or customer may face some difficulties in join the meeting or accessing some of the features of the Chime.

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Our company is a startup that is just starting to get wholesale customers. When we realized our customers needed support using our products, we set up a Contact Center via Amazon Connect. It has been very useful in allowing us to scale up very quickly, and provide services to our company as if we were a large corporation.

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• Chat tools, video calls, on spot meeting invite[s] easy to create and use.
• Ability to record any meeting and automatically downloads the meeting recording after ending the meeting.
• UI is clean and easy to navigate around Amazon Chime.
• Ability to invite outside guests easily using Amazon Chime without any issues.

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• It helps us connect with ServiceNow as a direct integration.
• It allows us to document everything from the chat with ticket documentation in real time.
• It allows us to track agent and case activities.

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• More simplified dial-in numbers. The PIN for our conference line is long and easy to mistype.
• You do not have to download the Chime app in order to join a conference, but if you want to do anything beyond join (schedule a conference, participate in a group chat, control participants), you have to have the app downloaded and installed. The app that you have to download in order to launch a conference is a memory hog, and slows down a computer's boot up time.
• The add-in for Microsoft Outlook is particularly clunky. It helps you add scheduled conference calls/video conferences to your Outlook calendar, but it can cause Outlook to crash, and creates a really slow open time for Outlook. If you can avoid downloading the Outlook Add-In, I would.
• No built-in screen sharing capabilities.

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• Support for large contact center with more than 1000s of agents.
• Enterprise level solution.
• More supported regions.

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It is very easy to use for any access level and has greatly facilitated users' ability to properly document tickets without getting lost in short or vague comments. Each case is fully tracked through this transcription of information. This made it easier for us to decide whether to implement, use, and maintain it as our contact tool in our customer service center.

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They were very supportive in answering all of our questions when we had problems. Their in-person calls but their support site also had a full set of information that can answer a good portion of your questions before you have to pick up the phone. But when you, you will get good service.

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Better than Skype for Business in terms of loading the application onto your device. Skype had crashing issues always and those are comparatively low when using Amazon Chime. Amazon chime is fast and easy to work with while collaborating and setting up meetings. The audio and video quality are better than Skype for Business.

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Amazon Connect introduced an analytical and reporting feature, which evaluates the details and the concerns of clients. Besides, Amazon Connect clearly records all the calls, which captures the exact information which we use it in the future. The product is also as important in conducting research, as it maximizes the information that clients issue to us, for successful planning, and business budgeting.

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• The positive ROI is Amazon Chime helps make our sales reps more professional in their calls leading to an increase in closed/won deals.
• Amazon Chime has increased overall morale across our sales team because it has greatly improved our call processes when compared to other tools we've used in the past.

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• 1 year ROI
• 60% of voice and whatsapp contacts automated
• CSAT, CES and NPS achieved
• Overall call center cost reduced

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