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Amazon Connect

Score8.6 out of 10

45 Reviews and Ratings

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What is Amazon Connect?

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.

Categories & Use Cases

Key Features

Learn about the best (and worst!) features Amazon Connect has to offer, as determined by TrustRadius' reviewers.
Based on 45 ratings of Amazon Connect's features
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Top Performing Features

  • Warm transfer

    Allows current agent to speak with new agent before call is transferred.

    Category average: 9

  • REST APIs

    Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.

    Category average: 8.4

  • Multichannel integration

    Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media

    Category average: 8.3

Areas for Improvement

  • Customer surveys

    Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.

    Category average: 8.1

  • Customer interaction analytics

    The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.

    Category average: 8.6

  • Call analytics

    Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..

    Category average: 8.3

Reviews

What users are saying about Amazon Connect.
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A great tool to integrate with your CRMs

Incentivized
Verified User
Professional in Information Technology (201-500 employees employees)

Use Cases and Deployment Scope

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.

Pros

  • 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.

Cons

  • There are probably very few areas for improvement, but it could be a better visual integration with ServiceNow.
  • It could be possible to integrate with more work tools.
  • It could be possible to show some dashboards to users in real time.

Return on Investment

  • It helps us connect with ServiceNow through 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.
  • It has allowed us to integrate everything with ServiceNow, and it is very valuable, something that Five9 has not achieved at the moment.

Usability

Alternatives Considered

Five9, Slack and Atlassian Jira

Other Software Used

Slack, Gemini, Okta

Amazon Connect after 3 years of use for voice and WhatsApp

Incentivized
Héctor Morán Blázquez
Head of IT in Information Technology at Madrileña Red de Gas (51-200 employees employees)

Use Cases and Deployment Scope

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.

Pros

  • Selfservice flows
  • Integrations with third party systems
  • Integrations with AWS services as Amazon Lex, Lambdas, S3, etc.

Cons

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

Return on Investment

  • 1 year ROI
  • 60% of voice and whatsapp contacts automated
  • CSAT, CES and NPS achieved
  • Overall call center cost reduced

Alternatives Considered

Talkdesk and Genesys PureConnect (discontinued)

Other Software Used

Salesforce Service Cloud, Aircall

Omnichannel cloud based feature rich super easy contact center

Incentivized
Navidut TauhidView profile
Information Technology Instructor in Engineering at HCL technologies (10,001+ employees employees)

Use 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.

Return on Investment

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

Alternatives Considered

Genesys PureConnect

Other Software Used

Microsoft Teams, Cisco Webex Support, Cisco Unified Contact Center

Convenient, Effecient, and Affordable Customer Help Program.

Incentivized
Jadwel Mayna
Strategic Planning Manager in Professional Services at Home Assist Health (51-200 employees employees)

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.

Cons

  • On reports and analytics, [I feel] Amazon Connect is slightly behind, and it should be perfected.
  • [In my experience], Amazon Connect lacks social platform integration, which is convenient and resourceful currently.
  • [I believe] Amazon Connect should include a queue management feature, for the call centers and customer help.

Return on Investment

  • Through customer survey, we acquire primary hand information about our product, which is a mark in marketing.
  • Further, the cost of running Amazon Connect is very assertive and controlled, solving issues with our audience.
  • The call and chat options are affordable and no extra bailing that is done.

Alternatives Considered

Zoho Desk and Zendesk Talk

Other Software Used

Zoho Projects, Google Analytics, SAP Access Control

Great for startups looking to scale.

Incentivized
Verified User
Manager in Human Resources (11-50 employees employees)

Use Cases and Deployment Scope

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.

Pros

  • Easy to use.
  • Easy to navigate.
  • Great pricing.

Cons

  • The support line always has a long wait time.
  • There is no single point of contact to help me with my issues.
  • The interface is always changing, so sometimes difficult to find the same features.

Return on Investment

  • Amazon Collect has allowed us to scale quickly and retain flexibility.
  • Amazon Collect has allowed us to provide omnichannel support as if we were a larger corporation.
  • Amazon Collect has allowed us to retain productivity.

Other Software Used

ADP Workforce Now, Newswire, GitHub