Amazon Connect

We started using Amazon Connect for voice 3 years ago, through an IVR with different flows, some of them with automations integrated with our core systems, and others scaliting to agents. 1 year ago we added WhatsApp, using text with flows connected to different AWS services as Amazon Lex. Both channels are focused for customer service, and developed trying to optimize the selfservice. After 3 years of use, we have more than 60% of the contacts automated and confirmed the resolution by the customer, and around 20% attended by an agent. Our goal is to continue improving the selfservice, reducing the agent's contact, and aligned with the business goals of impriving the customer experience and reducing the call center cost.

Best features:
Easy to set up, with a few steps you can start attending customers. For a basic use, you don't need to know programming, with a few customizations it can be ready.
Easy to mantain, even the end user with a basic training, can change texts and options with a drag and drop system.
Easy to integrate.
Needs improvement:
Complex contact center features not included, needs development
Poor analytics, specific KPIs need to be developed out of Amazon Connect

Our company uses Amazon Connect as a contact center, which is very helpful and easy to use. We find the scale that Amazon Connect provides is very useful for our company, which is only just starting to build a contact center to support our increasing product line. Amazon Connect allows us to be flexible and provide services as if we were a larger company.

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.

We used Amazon Connect for many small to medium contact centers for many clients across the globe. Amazon Connect is extremely capable and feature-rich contact center solution. With features like Auto Call distribution and call queues, it's possible to enable chat with the customers. It's a fully cloud-based solution and very easy to deploy.

We used Amazon Connect for many small to medium contact centers for many clients across the globe. It's a completely cloud-based solution and is very easy to integrate with multiple CRMs like Salesforce as an example. The call flow designing and chat feature is very simple to enable. You can do a data dip with database integration too. Suitable for a few hundred agent setup.

Amazon Connect is the reliable and confident contact real center that we use as a company, which enables us [to] provide our clients with quality customer help, at a controlled price. For several years now, Amazon Connect has made us possible to provide our clients with a quality experience, by immediately solving the queries that face them when using any of the products or services they have. The application gives us seamless encounter[s] on chat and voice options, which includes powerful routine checks, where customers get instant revelations of issues that require some attention.

Amazon Connect acts as the reputable call center, which takes every detail that customers have or want, and through professional assistance, proper guidelines are issued. Furthermore, for live chat or real time massaging procedures, Amazon Connect is available and convenient. For internal and external research, Amazon Connect is a tool that guarantees accurate survey results, and feedback are attained on time.

We use Amazon Connect as a tool to connect calls and chats from users who need immediate support. It allows them to communicate internally with the different support services we offer to ensure the shortest possible response time. It also allows us to integrate their activities with ServiceNow, making it easier for us to document cases and keep track of each agent's activities.