Amazon Connect vs. CDC Software

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.

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Easier to integrate Customer Login, either by API or by Screenset, that makes the Integration easier and using that any System in the entire Organization can enable the Customer Login Procedure. Easier to manage the Subscriptions and Consent History and use that to sent the Marketing Mails. So with this it works a Single Source of Customer Entire Data.

• 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.

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• 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.

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• Logging Feature was not good. for basic it was good but for advanced issue checking and logs access it was not great. In our Product Landscape Picture we are using DataDog for Log Checking and Debugging
• Sometimes, the CDC Software shows DataCenter and Server Generic errors Count were high, No way to see and check the SAP CDC Software System Health Activity
• For Site SSL Expiry, there is no Proper Notification Service. Sometimes we get notification, sometimes we dont get.
• so to tackle we have developed a Custom Solution with SAP CPI. It would be better. if by default it was working well

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

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I give 8 because it was the best tool and make it easier to manage the Customer Authentication, Authorization, Subscription and Consent History. Because of this we can able to enable the Login Feature for any Product in the Organization Landscape. it lose Rating because of lack of Log checking feature. to know what exactly kind of issue for the customer was unable to login. we cant able to know. because as we have enabled a API key through we receive details to validate. it would be even more good. if a dashboard was enabled to see particular user login access and failure -> reason (like lack of data)

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

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• 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

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info