Amazon Connect vs. Google Cloud Speech-to-Text

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

Google Cloud speech-to-text is best suited when you want to work on live calls and transcribe interviews, meetings, customer service calls, and other audio or video recordings into text format. This helps create searchable archives, generate meeting minutes, and improve accessibility for individuals with hearing impairments. The service can provide real-time captioning for live events, webinars, broadcasts, and presentations. This enhances accessibility for individuals who are deaf or hard of hearing and those viewing content in noisy environments or without sound. It does not work well where the internet bandwidth is not that good; it requires a very good and strong internet connection to work well. And also where there are strong accents, especially in the Mandarin language.

Incentivized

• Auto call distribution.
• Web based scripting.
• Easy chat deployment.
• Call Recording.
• Customer heat check.
• Detailed reporting.
• Live monitoring.

Incentivized

• An amazing tool which helps a lot in a meetings.
• It's an efficient tool for improving efficiency by saving a lot of time typing. It saves at least 40-50% of our time, thus increasing efficiency.
• Incredible accuracy with multiple accents & multiple language.
• It takes punctuation into consideration.

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

• The software does occasionally get confused by confusing terminology.
• Its web-based interface can also feel a tad hard to use compared to more appealing desktop apps.
• I've experienced the occasional technical issue, though the provider's support team is quick to troubleshoot.

I can share insights with stakeholders in record time. And robust API connections let me pipe text into my CRM, marketing automation, and other mission-critical systems

We worked through a Request For Proposal to check different Contact Center platforms, we evaluated Talkdesk, Amazon Connect and Genesys PureConnect, all of them as a SaaS platforms, and trying to go to a pay per use model. The best option for us was Amazon Connect, with a pure pay per use model according to the minutes of use, instead of the number of agents. As our goal was to automate the maximum number of contacts, we didn't want a license model based in the number of agents

Incentivized

The accuracy of Google Cloud Speech-to-Text is much better than any other tool. It has better API integration with 3rd party tools. The transcription is on at real-time basis with the best efficiency. It has good language support from across the globe. It provides better noise robustness compare to other tools.

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

• Automating the transcription process saved time and resources compared to manual transcription.
• Speech-to-text enabled us to make audio content accessible to a wider audience, including individuals with disabilities.
• We gained valuable insights into customer preferences, behaviors, and sentiment by analyzing voice data.

Incentivized