Amazon Connect vs. Clarabridge (discontinued)

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

The tool is awesome and the survey tool that was demoed for me is truly one that will be a game changer. I've actually been on site with clarabridge and they are awesome and they truly have a bright future in this industry. As HR analytics takes off and continues to grow, they will continue to become a key in how different talent, initiatives, etc., are assessed and can truly get an insight on the voice of employees on many possible initiatives.

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

• With Engagor, it is possible to organize a large volume of mentions in different mailboxes, which is perfect for our large company. With special Smart Folders to drill down into our data, we can make it possible to organize our mentions even more in-depth, divide the workload, and optimize our workflow. This increased efficiency makes it possible to work together closely as a team, across different departments. To sum this up: the Engagor platform provides our company with the perfect foundation to optimize our entire organizational structure.
• Another very interesting feature Engagor offers is their helpful and state-of-the-art tagging system. At NMBS we filter through large bulks of mentions and private messages on a daily basis which would be very difficult to organize without Engagor.

• 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

• User interface could be more intuitive.

Incentivized

Extensive featureset, great customer service.

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

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

We moved to Zendesk as it allowed us to have everything we needed. We didn't face FB Jail, we were able to respond to IG, FB & Twitter DMs at all times. The analytics were a bit better and we were able to do NPS and CSAT attached through our Zendesk platform

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

• Well, due to the organization not truly pushing it for its value, we have struggled on this. We have seen great insight into certain projects when trying to improve certain processes or management structure and seeing the decline in those categories for term reasons/explanations but that does not truly say that the problem is fixed. You could draw a parallel but living in assumptions can cause more issues.

Incentivized