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

We are using RDS for the database services. With RDS, we don't have to manage much, as most of the DBA tasks are automated. For development purposes, we are using Kubernetes pods, which makes it easy to deploy applications and scale up as needed. AWS integration with in-house applications is seamless, making it easy to keep a data-sensitive application on-premises while still utilizing AWS services.

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

• Starting an instance and accessing it for testing purpose, demo or production deployment its always easy.
• All the things which are available over AWS are pretty well managed and easy to use.
• You might find everything you required for an product and other development over AWS.
• Its suitable for both either an enterprise or an startup
• Various resources and documentation are available in case you struck somewhere.

Incentivized

• Currently, they don't support reading SIP headers which is sent to aws from 3rd party after Self service/automation in a Agent transfer.
• Support for rich template(configured in Lex) in the Test flow of chat in Amazon Connect is missing.

Incentivized

• The AWS Management Console can be overwhelming. so a better dashboard and organizing it would improve usability.
• The pricing models are complex. We need a more clear price calculators and cost management tools to manage our expenses better.
• Enhancements in cross service compatibility and easier third party integrations could streamline workflow.
• Simplifying model training in SageMaker and improving IAM for granular access control would make AWS more user friendly

Incentivized

I would gladly rely on AWS for any large-scale application deployment. For prototyping and small-scale applications, a more heavily managed environment on top of the 'bare metal' virtual infrastructure, such as Heroku or Elastic Bean Stalk, is probably a more productive approach in most cases

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

Amazon Web Services is a great tool when it comes to middle size organizations like us. It provides multiple tools and functionalities in low costs. The best feature we have to pay as we go. No financial burden on company for the unused instances. It also comes with greater level of security such as two level authorization such as multi factor authorization.

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

In my personal experience, AWS is superior to both GCP and Azure in the majority of usable applications. GCP suffers from the near total misunderstanding of how support system is even supposed to work, and while _some_ services are pretty nifty and well-polished, some are mindbogglingly designed black boxes with self-conflicting documentation. Some of it comes from having legacy systems, sure, but AWS somehow manages, even having a rather big lead start. Azure, from my limited experience, is limited to people somehow coerced into its usage by external constraints. That being said, IF you can design and implement something there, it will probably run fine.

Incentivized

• 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.

Incentivized

• Provisioning resources like large database instances is really quick. We can easily scale our instances up or down as per need.
• Storing files in S3 instead of onprem NAS drives is much more economical, especially for the files stored in glacier deep archive for compliance purposes.
• Backup snapshots of EBS volumes and RDS instances may increase the cost of cloud if not cleaned up properly.

Incentivized