Omnichannel cloud based feature rich super easy contact center
Rating: 10 out of 10
IncentivizedUse Cases and Deployment Scope
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.
Pros
- Auto call distribution.
- Web based scripting.
- Easy chat deployment.
- Call Recording.
- Customer heat check.
- Detailed reporting.
- Live monitoring.
Cons
- Support for large contact center with more than 1000s of agents.
- Enterprise level solution.
- More supported regions.
Likelihood to Recommend
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.