Amazon Connect vs. Microsoft Teams

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

Teams is inferior to other platforms like Slack for messaging or Zoom. If it were up to me, I'd use Zoom for video conferencing as it's better for large groups and online training, and cleaner. Slack would be my preferred tool for chat as it's much easier to create channels, push notifications for teams, and integrations with other tools like Seismic.

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

• Allows my team to communicate and set up smaller teams to share information appropriately.
• Allows me to send out and connect to clients over Face To Face communications.
• Allows me to coordinate between other MS products.
• Allows my team to share documents internally and with our clients.

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

• Microsoft Teams does rely on internet quality, so If you are needing information on found in Teams and your internet is down or choppy, you wont be able to access those files unlike if they were stored directly on your computer or network.
• Some of the user interface of Microsoft Teams is not user friendly, it can take a long time to figure out how to use some tool even if you are using the help or troubleshooting.
• Some of the Microsoft Teams features are limited to anyone using the free version vs. paid. With the paid, you have more storage, more video time, more tools. It would be nice to see the free version have the same features and ability.

Incentivized

Microsoft Teams is included with our Office 365 subscription and we have no intention of migrating off of Office 365 and Microsoft products. Since Microsoft Teams is included for free with our Office 365 subscription, and since we enjoy all the features, benefits, and functionality, there is no question that our team will continue to use the product

Incentivized

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

I personally have not come across a comparable platform that does what Microsoft Teams does and I believe there are very few competitors that offer the integration and user-friendly features that Microsoft Teams provides. You don't need to have special training to successfully benefit from Microsoft Teams features. If you can text, you can Microsoft Teams chat. If you can make a phone call, you can make a Microsoft Teams call - I think that in itself grants the platform a 10/10 rating for me.

Incentivized

Rare, but outages do happen

Incentivized

Sometimes about once a week I get a message that says "Sorry, there seems to be something wrong". But it goes away in a few minutes.

Incentivized

The overall support provided by Microsoft for Microsoft Teams has been quite good but there is still some room for improvements. Microsoft needs to proactively work on fixing the open bugs in order to provide a seamless experience to the users. But over the service and experience provided by the Microsoft team have been quite satisfactory.

Incentivized

I find everything I need for my day-to-day work.

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 chose primarily because of the promised integration with the Microsoft Business Suite - which it mostly delivers on. That does give Teams an obvious advantage over competitors. IMHO Teams has a richer, more mature feature set, and the experience is more reliable and stable. Although like any of there there is room for imporvement.

Incentivized

Honestly, this tool is worth every penny. Yes, it's not free and you pay for the quality of services and the license. But the ROI and the benefits are all there. Also, the renewal, negotiation, and contract terms are all very well explained by our Microsoft account manager, and she's a charm.

It does not appear to have a limit to how many teams and employees we can have using it

Incentivized

I used Skype for Business to take calls, hold conferences, and provide remote assistance to users. Microsoft Teams, on the other hand, is superior to Skype for Business in my opinion. My job entails a lot of screen sharing.

• 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

• I'm not sure I can point to a specific ROI, but it has improved our ability to communicate and work more effectively together.
• It's also nice to have records of every interaction, photo, and document that has been shared. Less chance of something completely disappearing.

Incentivized