Amazon Connect vs. Call Center Studio

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.

Incentivized

This tool has helped my small business get started and is on the road to success as it has been so far. I highly recommend Call Center Studio, because it showed me errors that I did not know I had at the time of an incident and that allowed me to improve my performance and profitability.

Incentivized

• 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.

Incentivized

• It has many important functions, such as call management, which allows me to know the calls on hold, incoming calls, time of the call, waiting time of the calls, this way I can have more control of how much time I invest to each client.
• The function of recording calls is also very important to know my performance with the client and improve in the future.
• It integrates very well with other applications such as Skype and Salesforce, which are the ones I use.

Incentivized

• CCP (Contact Control Panel) Amazon Connect for agents very basic
• Automated outgoing calls
• Omnichannel to attend voice and text by the same agent

Incentivized

• Dashboards can not be pin to the screen.

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.

Incentivized

Incentivized

cloud based and more flexible.

• No CapEx, only pay as you go.
• Scale up or down quickly.
• Omni-channel setup.
• Feature rich.

Incentivized

• I think the most positive effect of CCS is; it is a cloud based application. During the covid period whole our company started working remotely. We didn't need to make any invesment to deliver service to our customers.