TrustRadius

Amazon Connect

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Amazon Connect
Score 8.6 out of 10
N/A
Launched in 2017 and available on AWS, Amazon Connect is a cloud-based omnichannel contact center designed to provide a seamless experience across voice and website live chat, featuring skills-based routing, task tracking, and analytic tools to track customer interactions, or evaluate agent activity. It can support office-based or virtual contact centers. The service is pay-per-usage, per feature.
$0
per profile/per month
Pricing
Amazon Connect
Editions & Modules
Customer Profiles
$0.0025
per profile/per month
Chat
$0
per message
Contact Lens (5 million+ monthly minutes)
$0.0125
per minute
Contact Lens (first 5 million monthly minutes)
$0.015
per minute
Voice
$0.02
per minute
Voice ID
$0.025
per transaction
Tasks
$0.04
per task
Offerings
Pricing Offerings
Amazon Connect
Free Trial
Yes
Free/Freemium Version
No
Premium Consulting/Integration Services
No
Entry-level Setup FeeNo setup fee
Additional Details—
More Pricing Information
Community Pulse
Amazon Connect
Considered Both Products
Amazon Connect
Chose Amazon Connect
We worked through a Request For Proposal to check different Contact Center platforms, we evaluated Talkdesk, Amazon Connect and Genesys PureConnect, all of them as a SaaS platforms, and trying to go to a pay per use model. The best option for us was Amazon Connect, with a pure …
Navidut Tauhid | TrustRadius Reviewer
Navidut Tauhid
Information Technology Instructor
Chose Amazon Connect
Amazon Connect has lots of free training available for partners and in general. So many demos are available to practice. It's free to test and gain more confidence before deploying in real world scenarios. You can use other AWS features to be integrated with Amazon cloud. …
JM
Jadwel Mayna
Strategic Planning Manager
Chose Amazon Connect
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 …
Features
Amazon Connect
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Amazon Connect
7.1
4 Ratings
16% below category average
Agent dashboard5.04 Ratings
Validate callers7.04 Ratings
Outbound response7.04 Ratings
Call forwarding7.04 Ratings
Click-to-call (CTC)7.04 Ratings
Warm transfer9.04 Ratings
Predictive dialing5.03 Ratings
Interactive voice response6.04 Ratings
REST APIs9.03 Ratings
Call scripts5.04 Ratings
Call tracking7.04 Ratings
Multichannel integration9.04 Ratings
CRM software integration9.04 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Amazon Connect
5.7
4 Ratings
36% below category average
Inbound call routing9.04 Ratings
Omnichannel inbound routing5.04 Ratings
Recording7.04 Ratings
Quality management7.04 Ratings
Call analytics3.04 Ratings
Historical reporting5.04 Ratings
Live reporting5.04 Ratings
Customer surveys5.04 Ratings
Customer interaction analytics5.04 Ratings
Best Alternatives
Amazon Connect
Small Businesses
CloudTalk
CloudTalk
Score 7.3 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 7.3 out of 10
Enterprises
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.1 out of 10
All AlternativesView all alternatives
User Ratings
Amazon Connect
Likelihood to Recommend
7.0
(4 ratings)
User Testimonials
Amazon Connect
Likelihood to Recommend
Amazon AWS
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.
Verified User
Anonymous
Read full review
Pros
Amazon AWS
  • 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.
Verified User
Anonymous
Read full review
Cons
Amazon AWS
  • Support for large contact center with more than 1000s of agents.
  • Enterprise level solution.
  • More supported regions.
Navidut Tauhid | TrustRadius Reviewer
Navidut Tauhid
Information Technology Instructor
Read full review
Usability
Amazon AWS
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.
Verified User
Anonymous
Read full review
Alternatives Considered
Amazon AWS
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.
JM
Jadwel Mayna
Strategic Planning Manager
Read full review
Return on Investment
Amazon AWS
  • 1 year ROI
  • 60% of voice and whatsapp contacts automated
  • CSAT, CES and NPS achieved
  • Overall call center cost reduced
HM
Read full review
ScreenShots