Amazon Connect vs. Amazon Web Services

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 is something that is actually common across most cloud providers. A comprehensive understanding of one's use cases, constraints and future directions is key to determining if you even need a cloud solution. If you are a 2-person startup developing something with a best-scenario audience of 1k DAU in a year, you would very likely best served by a dirt-cheap dedicated Linux server somewhere (and your options to graduate to a cloud solution will still be open). If, however, you are a bigger fish, and/or you are actively considering build-vs-buy decisions for complicated, highly-loaded, six-figure requests per minute systems, global loadbalancing, extreme growth projections - then MAYBE you solve all or part of it with a cloud provider. And depending on your taste for risk, reliability, flexibility, track record - it might be AWS.

Incentivized

• 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.

Incentivized

• During the month-end, we experience high resource utilization; however, with AWS's scalability, we can effectively tackle the peak load.
• With AWS IAM, we don't need to set up complete infrastructure for identity and access management, as AWS provides end-to-end IAM services.
• With AWS, development has become very easy as it's very quick to spin up and destroy the environment, which saves costs.

Incentivized

• 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.

Incentivized

• When there is any misconfiguration of EC2 related to SSM Connect. It doesn't clearly states that what particular configuration is missing.
• Debugging networking related issues could be improved.
• From the security group page, it's difficult to determine which resource a security group is associated with.

Incentivized

We are almost entirely satisfied with the service. In order to move off it, we'd have to build for ourselves many of the services that AWS provides and the cost would be prohibitive. Although there are cost savings and security benefits to returning to the colo facility, we could never afford to do it, and we'd hate to give up the innovation and constant cycle of new features that AWS gives us.

It is reliable system. It has own IVR, Database(DynamoDB) Backend(Lambda) support of multi channel(email, chat & voice) Integration with some of the biggest CRM system

Incentivized

AWS offers a wide range of powerful services that cater to various business needs which is significant strength. The ability to scale resources on-demand is a major advantage making it suitable for businesses of all sizes. The sheer volume of options and configurations can be overwhelming for new users leading to a steep learning curve. While functional the AWS management console can feel cluttered and less intuitive compared to some competitors which can hinder navigation. Although some documentation lacks clarity and practical examples which can frustrate users trying to implement specific solutions.

Incentivized

Availability is very good, with the exception of occasional spectacular outages.

AWS does not provide the raw performance that you can get by building your own custom infrastructure. However, it is often the case that the benefits of specialized, high-performance hardware do not necessarily outweigh the significant extra cost and risk. Performance as perceived by the user is very different from raw throughput.

The customer support of Amazon Web Services are quick in their responses. I appreciate its entire team, which works amazingly, and provides professional support. AWS is a great tool, indeed, to provide customers a suitable way to
immediately search for their compatible software's and also to guide them in a
good direction. Moreover, this product is a good suggestion for every type of
company because of its affordability and ease of use.

Incentivized

The API's were very well documented and was Janova's main point of entry into the services.

Amazon Connect has lots of free training available for partners and in general. So many demos are available to practice. It's free to test and gain more confidence before deploying in real world scenarios. You can use other AWS features to be integrated with Amazon cloud. Features like lense is amazing

Incentivized

Amazon Web Services fits best for all levels of organisations like startup, mid level or enterprise. The services are easy to use and doesn't require a high level of understanding as you can learn via blogs or youtube videos. AWS is Reasonable in cost as the plan is pay as you use.

Incentivized

• 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.

Incentivized

• Using Amazon Web Services has allowed us to develop and deploy new SAAS solutions quicker than we did when we used traditional web hosting. This has allowed us to grow our service offerings to clients and also add more value to our existing services.
• Having AWS deployed has also allowed our development team to focus on delivering high-quality software without worrying about whether our servers will be able to handle the demand. Since AWS allows you to adjust your server needs based on demand, we can easily assign a faster server instance to ease and improve service without the client even knowing what we did.

Incentivized