TrustRadius

Amazon Connect

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Amazon Connect
Score 8.7 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
Features
Amazon Connect
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Amazon Connect
7.1
Ratings
16% below category average
Agent dashboard5.00 Ratings
Validate callers7.00 Ratings
Outbound response7.00 Ratings
Call forwarding7.00 Ratings
Click-to-call (CTC)7.00 Ratings
Warm transfer9.00 Ratings
Predictive dialing5.00 Ratings
Interactive voice response6.00 Ratings
REST APIs9.00 Ratings
Call scripts5.00 Ratings
Call tracking7.00 Ratings
Multichannel integration9.00 Ratings
CRM software integration9.00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Amazon Connect
5.7
Ratings
36% below category average
Inbound call routing9.00 Ratings
Omnichannel inbound routing5.00 Ratings
Recording7.00 Ratings
Quality management7.00 Ratings
Call analytics3.00 Ratings
Historical reporting5.00 Ratings
Live reporting5.00 Ratings
Customer surveys5.00 Ratings
Customer interaction analytics5.00 Ratings
Best Alternatives
Amazon Connect
Small Businesses
CloudTalk
CloudTalk
Score 7.2 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 7.2 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
(0 ratings)
User Testimonials
Amazon Connect
Likelihood to Recommend
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
  • The training and orientation from Amazon Connect is excellent, as there are documentations and online live training.
  • Further, Amazon Connect has a scalable call center, that supports voices, chats, and real time messaging.
  • The customer service is also intuitive, with flexible call hours, as the team of helpers is readily available.
  • Lastly, through Amazon Connect, there is a survey and feedback option.
JM
Jadwel Mayna
Strategic Planning Manager
Read full review
Cons
  • CCP (Contact Control Panel) Amazon Connect for agents very basic
  • Automated outgoing calls
  • Omnichannel to attend voice and text by the same agent
HM
Read full review
Usability
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
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Alternatives Considered
Verified User
Anonymous
Read full review
Return on Investment
  • No CapEx, only pay as you go.
  • Scale up or down quickly.
  • Omni-channel setup.
  • Feature rich.
Navidut Tauhid | TrustRadius Reviewer
Navidut Tauhid
Information Technology Instructor
Read full review
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